The search engine can help with multiple articles, documents or services. However, it must recognize the language of the recipient and show the results clearly, even if it does not find an exact match.
Check that navigation is sufficient
On a small site, a well-named menu can be sufficient. The search engine becomes useful when recipients are looking for different materials and do not know the structure. However, it should not replace the order of the category.
Before implementing, collect examples of questions and passwords used by customers. They may differ from article titles or company modules. It is worth taking into account shortcuts and natural terms if they correspond to actual content.
Find out what the system is searching
The results may only include titles, content of subpages or also documents. The scope must be described and checked. The search box suggesting access to the entire service will be confusing if it omits the most important materials.
- Separate the result types when it helps to select.
- Show the title and short section explaining the match.
- Do not disclose private or working materials.
- Sort order according to meaning, not random record in the database.
Prepare useful no results
The message should keep the password entered and allow you to correct it. You can suggest moving to a category or contact, but do not display random content as supposedly correct answers. On the phone it is also important to clean the field comfortably and return to the list.
Check quality after publication
Test some real tasks: finding instructions, services and a specific article. If you collect information about queries, use them to identify shortcomings and incomprehensible naming, including privacy. The structure discusses Information architectureA good search engine helps reach the existing answer and reveals places where the service does not yet contain it.
