8 Replies Latest reply on Mar 13, 2020 9:30 AM by Matt Laurenceau

    Search Experience improvement?

    Matt Laurenceau
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      Chad Wadkins, thanks for replying to the survey.

      Saw your public comment:

      BMC Communities has a large collection of information and mechanisms to allow for peer discussion, yet it can be difficult to sometimes find on-point information if your search phrase is not specific enough and sometimes you are not sure how to make it more specific since you are on the site to help find the information that would allow you to learn about what you don't know yet

       

      Can you please share 2 or 3 examples where it was hard to find a resource or an answer on BMC Communities?

       

      Message was edited by: Matt Laurenceau (fixed typo, updated title to make it more specific)

        • 1. Re: Experience improvement?
          Anne Brock

          I'm not Chad Watkins, but If I search for the Remedyforce Ecosystem slide, I get lots of hits that are focused on one partner or the other, but I can't find the one that just has the graphic without focusing on a partner.

           

          That's one example I've hit lately.

          2 of 2 people found this helpful
          • 2. Re: Experience improvement?
            Jennifer Schertz

            I am also not Chad Watkins, but it sounds like his searches are not returning on-point information because the default search is the global search of all communities rather than the one he is currently in.  This has been my experience.  I have had to retrain my brain to always take the extra step to click the small link that says "Click here to only show results for XXX community".

            2 of 2 people found this helpful
            • 3. Re: Experience improvement?
              Anne Brock

              Jennifer Schertz wrote:

               

              I am also not Chad Watkins, but it sounds like his searches are not returning on-point information because the default search is the global search of all communities rather than the one he is currently in.  This has been my experience.  I have had to retrain my brain to always take the extra step to click the small link that says "Click here to only show results for XXX community".

               

              YES! also this. Sure would be nice if it defaulted to the current community.

              • 4. Re: Experience improvement?
                Chad Wadkins

                (I am Chad Wadkins.)

                 

                And the most recent example I was for where in the process an INC gets its summary set to a standard phrase instead of the text in the msg slot we send from TSOM

                 

                An initial search was for: "infrastructure incident for ci" summary remedy

                That produced 3 results, not a lot and 1 almost sounded on point, yet did not end up being a good fit

                 

                Tried another search of just: "infrastructure incident for ci" summary

                Produced 5 results and not knowing at the time I first looked, did include what ultimately ended being our answer, I just looked right past it

                 

                The reason I overlooked the result that fit was because it was titled: 'Summary Field of Level 2 BSR Incidents is not showing complete message' and at the time, it did not 'click' with me that it was on-point because I was thinking in terms of my search string and my INCs were not being setup with incomplete messages, just an undesired message, so I did not even look at any of the supporting text underneath it

                 

                With hind-sight, I can now easily see the user errors I made and the things I could have done better to find the solution, yet at the time I was looking for it, I was at a loss of getting the right keywords lined up and interpreting the result set accurately to find what I was looking for and ended up opening a case that was easily resolved with that support person pointing out what I did not pay close enough attention to

                 

                Again, a lot of user error on my part, yet easy to see that now that I know what the end result needed to be and working back from there to find the path I could have taken to get it easily the first time I looked

                3 of 3 people found this helpful
                • 5. Re: Experience improvement?
                  Matt Laurenceau

                  Thanks Chad for these examples.

                   

                  As far as I understand,

                  • the solution existed on BMC Communities
                  • the solution appeared when you searched
                  • when reaching out to BMC Customer Support, they pointed out the exact solution (quickly BTW, congrats Support friends! )

                   

                  Chad, don't even mention a "user error", you only experienced that there is no magic.

                  Even when the Solution is there on BMC Communities, even when Search capability displays it in the 5 content filtered, sometimes we may ignore it for many reasons.

                   

                  Can you think about a way we could improve things?

                  • 6. Re: Search Experience improvement?
                    Matt Laurenceau

                    Jen, I don't disagree, for experienced users like you, you know most of the time where you want to search, so that's an extra click for you.

                     

                    For most people (including me, no kidding ), we search for "resources", we don't know what form it's going to have (discussion, blog post, idea, KB Article...) nor where it's going to be (public product community, Beta Program I was part of, Local User Group conversation, Partner sub-community, etc.).

                     

                    That's why the default UX decision of "broad search" is valuable.

                    We have datapoints and external evidence of this too:

                    • On Google (we agree that they have one of the best Search UX, right), it's broad by default
                    • In the past surveys on BMC Communities, CSAT on Search has been about 3.8 on 5 stars, illustrating that people are very happy with that capability (you'd buy a product on Amazon with that rating, right?)
                    • On current (in-flight) survey, out of 300+ responses, only 13 mention search for tech improvement
                      • your response is the only one saying it's too broad
                      • several of them say that it's too slow
                      • a couple of them say that we have content indexing issues
                    • Chad (who fostered this great convo ) pointed out that the Solution was listed by the Search capability

                     

                    Stepping back.

                    We currently have no way to alter this search behavior.

                    If we were to change platform for BMC Communities, I'd pay very close attention to Search capability (ush ush, please don't start rumors)

                    • 7. Re: Experience improvement?
                      Chad Wadkins

                      In this specific case, for me, I think my oversight boils down mainly to the title did not seem reflective of what the outlined actual problem was and even within the document the 'PROBLEM:' line is actually more clear to me as to what the document is about and concise enough to be the working title

                       

                      So, if I were to request anything it would be that the title be matched up more contextually to the outlined problem

                       

                      On another note, since my eyes aren't what they used to be, one of the personal changes I am planning to make is to increase the size of the text in the web browser, so that the additional text under the title is easier for me to review, which may cause me to read a little further and possibly pick up on "on-point hits" in that presented body text which the titles may not contain

                      2 of 2 people found this helpful
                      • 8. Re: Experience improvement?
                        Matt Laurenceau

                        Thanks a lot Chad.

                         

                        What could be great is to have Moderators tweak some discussion titles, to point out important keywords.

                        Thoughts?