Alcatel-Lucent Enterprise's Knowledge Management application is used by thousands of communication servers business partners around the world. This application had been conceived to answer specific technical questions by full text search or thematic browsing. But the application could not show the user the latest technical updates or bug fixes since his last visit.
We began by studying the user feedback to create a typology of the problems faced by the business partners. We developed a scenario for each of these problems, illustrating the number of clicks required to accomplish the task.
K+A proposed a new sequence of screens to drastically diminish the number of clicks needed to achieve these tasks.
This solution was presented as page wire frames for review by the team. One interesting aspect of our solution was to reduce the major task — finding the latest technical communication for all the products — to a single click.
Once the wire frames were approved, we designed the general search page and list of results for the technical communication to reflect the corporate identify and integrate with the other parts of the documentation system. The wire frames we produced were also used to communicate a set of navigation rules that improved the user interface for the entire application.
The number of complaints from business partners concerning technical communications have dropped dramatically. Users of the Knowledge Management system can now locate updates and technical bulletins with a single click.