Objective
Bring greater efficiencies, improve service capabilities
Bring Merck greater efficiencies, improve service capabilities by implementing leading practices, and improve Merck’s overall customer service experience by re-imagining and re-designing TK search and personalised dashboard.
Approach
Dig deep to find problem and its root
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- Conduct stakeholder Interviews (21 in total)
- Validate users pain points and feature requests
- Identify personas to create realistic representation of key audience
- Develop clickable prototype
- Provide supporting documentation
Execution
Interview findings
Complaints
- Bad file naming
- Adding metadata takes too long
- Metadata is used incorrectly
- Taxonomy is bad
- Some documents are just images in PDF format
- Views stop working if results contain more than 5K items
- Make tagging easier
- Bring most tags to the top
- Create tagging profiles
- Hard to filter documents
- Upload failed notification not easy to see
- Some document repositories are not available
- Product specific searches general when trying to filter
- Document revisions cause multiple versions and bad links when file is deleted
- Search results become general after filtering
- Templates not all there
Feature requests
- Ability to mark documents for retagging
- Use folder structure from Team-space
- Links, Views, Templates based on Roles or Departments
- Automated tagging of documents
- Allow for automated uploading of files that are saved to local MERCK PC
- Would like more intelligent dropdown when applying meta tags
- Search for people (expertise search)
- Use lessons learned to store solved manufacturing issues
- Access to process flow diagrams
- Visibility of test result data
- Problem solving app – integration
- Search across multiple repositories
- Standardise tagging terms
- Make regulatory documents searchable
- Make taxonomy based on department
- Ability to customise the columns when filtering results
- View most recently viewed documents
- Better training internally and within the app
- Favouriting of bookmarking documents
- Tag suggestion or auto tagging
- Less Required tags and better formatting of tagging labels
- Bookmarking of projects
- Saved meta tagging profiles
- Creation of predefined views and intelligent links
- Integration of external party content
Persona
User Research- Persona & Journey Maps
Recommendations
Features
- Search across multiple repositories
- View historic or upcoming project milestones
- See what external partners
- Share information with an external partner
- iew specific scientific information
- Be notified when certain content is created or edited
- See the supply chain of the drug substance
- View information of batches that are in progress and the status of each
- See critical manufacturing problems
Components
- Multiple document upload and tagging
- Product life cycle chart
- Info panel on ingredient/product home page
- Quick template picker
- Share best practice
- Key related documents
- Search box
- Ask a question
- Integrated calendar
- News and announcements
- Instant messaging system
Refined Sitemap
Wireframes- Key Screens
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