Analyze KB Search Keyword data

[MDomngz]

User Story or Problem Statement

The editor survey provided context regarding the search functionality within the Knowledge Base.
As a designer, I need to understand the survey results in the context of editor search behavior.

Description or Additional Context

I can validate the survey findings by analyzing the data, allowing our team to make informed product decisions.

Steps for Implementation

• export data from data dog logs
• clean up data to synthesize
• determine patterns within the data
• draw insights from the patterns/findings
• determine the next steps for actioning

Acceptance Criteria

• A recommendation on how to move forward with redesigning the knowledge base and it's search function.

[MDomngz]

Confluence Report with findings and recommendations -
https://docs.google.com/spreadsheets/d/14oE_OuvobvanydRvVPdA6fAmnE_EYcYCGrTLdKTm86Q/edit?usp=sharing

Mural board with journey flows for popular search terms -
https://app.mural.co/t/departmentofveteransaffairs9999/m/departmentofveteransaffairs9999/1731000507296/64dfb4c6c44b1e502255bbb9948d3a962f805575?sender=u4c8b6076357da42993941037

KB search log - synthesized data
https://docs.google.com/spreadsheets/d/14oE_OuvobvanydRvVPdA6fAmnE_EYcYCGrTLdKTm86Q/edit?usp=sharing

[MDomngz]

Recommendations

• Audit the current ux journey for the editor when searching the most common keywords or phrases
• Embed Knowledge Base links into appropriate workflows
• Audit Knowledge Base articles for effectiveness and procedural accuracy

Next steps

• Audit the UX journey for top keyword searches, find out what the editor views when they search
• Determine the value of the search results, documenting weaknesses and possible changes to improve results
• Tagging each result with “acceptable, not-really, definitely not, and dead-end”
• Outline suggestions to help the search results closer match the search intent
• Continue to monitor the findings for continuous learnings.
• After auditing the UX journey for the editor’s top-keyword searches, determine which workflows are appropriate for the insertion of Knowledge Base support links that allow the editor to review without navigating away.
• Ongoing review of Knowledge Base articles is required to ensure up-to-date accuracy of procedures and documentation