- Vol. 3: Intranet Search for Content, People, and Tools
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Intranet Usability Guidelines - Vol. 3: Intranet Search for Content, People, and Tools
With the success of mainstream search engines, employees' expectations for intranet search have soared. This volume demonstrates how to design an integrated search experience that offers quick answers and the right results on the first search.
The 302-page report contains 82 design recommendations based on our user research. Discussions and 238 screenshot illustrations supplement the findings.
Topics
- Search front end
- One search experience
- Scoped and separate searches
- Scoped search
- Local or domain-specific search
- Separate searches
- Search on digital workplace tools
- Search results pages
- Refining search results
- Sorting and filtering
- People search
- People search results
Intranets Tested
The recommendations in this report series are based on user testing and field studies at 57 organizations (including one tested in two countries). Intranets tested in the most recent round of research were:
- Atrium Health, Charlotte, NC (U.S.)
- Bracknell Forest Council, London (U.K.)
- Burns & McDonnell, Kansas City, MO (U.S.)
- City of Calgary, Calgary, Alberta (Canada)
- Co-operators, Guelph, Ontario (Canada)
- DELL, Round Rock, TX (U.S.)
- DIRTT, Calgary, Alberta (Canada)
- eyeo GmbH, Cologne (Germany)
- First Solar, Perrysburg, OH (U.S.)
- General Services Administration, Washington DC (U.S.)
- KeyBank, Cleveland, OH (U.S.)
- Mayo Clinic, Rochester, MN, (U.S.)
- Northern Albert Institute of Technology, Edmonton, Alberta (Canada)
- Royal National Lifeboat Institution, Poole (U.K.)
- The Scottish Government, Edinburgh (Scotland)
Intranets tested in previous rounds of research were:
- Allen & Gerritsen, Watertown, MA (U.S.)
- Amazon.com, Seattle, WA (U.S.)
- American Airlines, Fort Worth, TX (U.S.)
- Antigenics Corp., Lexington, MA (U.S.)
- Avery Dennison, study conducted in Brea, CA, but headquarters is in Pasadena, CA (U.S.)
- Bayer CropScience, Research Triangle Park, NC (U.S.)
- British Red Cross, London (U.K.)
- Cathay Pacific, Lantau, Hong Kong (China)
- Chick-fil-A, Atlanta, GA (U.S.)
- CIT Group, Inc., Livingston, NJ (U.S.)
- Consumers' Association, London (U.K.)
- Currie & Brown, London (U.K.)
- Dispatch Printing Company, Columbus, OH (U.S.)
- Dubai Chamber of Commerce, Dubai (U.A.E.)
- Easter Seals, Inc., Chicago, IL (U.S.)
- Elsevier, Amsterdam (The Netherlands) and Philadelphia, PA (U.S.)
- Embry-Riddle Aeronautical University, Daytona Beach, FL (U.S.)
- Fortum, Espoo (Finland)
- HealthGrades, Denver, Co. (U.S.)
- Houses of Parliament, London (U.K.)
- Kaplan, New York, NY (U.S.)
- Kulicke & Soffa, Willow Grove, PA (U.S.)
- Lower Colorado River Authority (LCRA), Austin, TX (U.S.)
- Luck Companies, Richmond, VA (U.S.)
- Millennium Pharmaceuticals, Cambridge, MA (U.S.)
- Nestlé Group, Vevey (Switzerland)
- New York Life Insurance, New York, NY (U.S.)
- Microwave Data Systems (MDS), Rochester, NY (U.S.)
- NetApp, Sunnyvale, CA (U.S.)
- Rabobank International, Utrecht (the Netherlands)
- Salesforce.com, San Francisco, CA (U.S.)
- San Juan Unified School District, Sacramento, CA (U.S.)
- Sharp HealthCare, San Diego, CA (U.S.)
- Shell UK (IT Intranet), study done in London (U.K.); but IT head office is in Houston, TX (U.S.)
- Sprint, Overland Park, KS (U.S.)
- State of California Employment Development Department (EDD), Sacramento, CA (U.S.)
- Towers Perrin, Philadelphia, PA (U.S.)
- U-Haul International, Inc., Phoenix, AZ (U.S.)
- University Health Network (UHN), Toronto, Ontario (Canada)
- Vytra Health Plans, Melville, NY (U.S.)
- Wildcard Systems, Inc., Maitland, FL (U.S.)
Research Methods
The information in this report is based on four separate rounds of user research with organizations' employees as participants. We used four different research methods:
- One-on-one usability testing
- Field studies (we observed employees as they worked)
- Interviews with intranet teams and content managers
- Expert reviews
The studies occurred in the United States, the United Kingdom, Finland, the Netherlands, Switzerland, Canada, the United Arab Emirates, and China (Hong Kong).
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