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The customer

Based in the heart of London, University College London (UCL), established in 1826, enjoys a reputation of being consistently ranked in the world's top 10 universities, producing 29 Nobel Prize winners and servicing a 36,000­ strong student community from over 150 countries.

The challenge

UCL’s prior search implementation suffered from a poor user experience, with stakeholders and users alike regarding the solution as unfit for purpose. An inconsistently deployed, undervalued, underused, and under­resourced search platform resulted in a neglected, cookie-­cutter search experience, driving users away from the site.

With a large collection of websites (nearly 1M URLs), a heterogeneous publishing environment, and only 25% of content being visited more than 5 times a year, UCL chose to partner with Funnelback to perform several wide-­ranging enhancements to their websites’ search experience.

The issues spanned content authored by more than 110 departments, institutes, and research centers published across 820 websites. Additionally, high­-value content published by UCL on social media services like iTunes University, SoundCloud and YouTube were not yet included in search results on the site.

UCL was in need of a platform that helped them:

  • Move away from generic search
  • Implement easier to use templates
  • Improve search with enhanced features
  • Gain analytics interface with sharable reports
  • Funnelback’s technical team relished the challenge — we appreciated them sharing their knowledge and experience with our in-house team to help us better manage search moving forward.

    Dan Jackson
    The approach

    The primary goals of this project were to bring order to the content chaos and to improve the search user experience.

    UCL employed the services of several vendor­-agnostic, third-­party consultants to produce a series of recommendations based on an analysis of existing site search usage, content audits, and traditional user experience research methods focused on examining search­-specific personas and scenarios.

    The flexibility of Funnelback’s gathering, indexing, ranking, and templating offerings ensured that all of the proposed enhancements we're able to be performed through product-­level configuration — aligning the deployed solution with the research and analysis phases.

    UCL’s technical team also benefited from taking a hands­-on approach to managing the search solution, creating, configuring, and combining additional collections in their self-­hosted Funnelback environments.

    As different users start their search journeys from different points on the site, all with varied goals and expectations in mind, a single Funnelback search platform was needed to deliver global and specialized vertical searches for courses, staff, and multimedia.

    Recognising the high-touch nature of search was key to our team focusing on defining what a successful search solution looked like for UCL.

    Dan Jackson
    The results

    A search-driven content audit has assisted in restoring order to UCL’s content chaos. A well-defined search strategy and research-driven improvements to the search user experience has produced a search solution better suited to UCL’s users and their requirement, exposing the valuable content created by this well-respected institution.

    UCL content authors can now safely publish material in structures and locations that are tailored to fit, confident that Funnelback will be capable of gathering, ranking, and displaying it at the right time, to the right users, in the right way, wherever it may live.

    On top of this, advanced search features aimed to aid user navigation were implemented such as faceted navigation, the Concierge, and the inclusion of social media content in results.

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