Behaviourally augmented search
Schneider Electric – Search
Schneider Electric is a global specialist in energy management and automation with operations in more than 100 countries. They offer integrated energy solutions across multiple market segments.
Problem / Opportunity
Schneider’s Website Search is the pivotal knowledge discovery mechanism for Schneider’s customers. Schneider has one of the largest products ranges in the sector with several million products across different regions each with their own documentation. Moreover, Schneider has very different and distinct customer types. These include small electricians replacing in-home lighting right through to lead architects designing new airports. Their legacy search engine was unable to navigate this complexity in a performant manner and return relevant results to their customers. They approached us to find a solution to keep their vast knowledge base searchable.
We formed the innovation team around Schneider’s Search Owner, Global Customer Support Director and our search and machine learning experts. The whole team then attended a workshop in which different approaches were discussed and consensus on the correct approach emerged. After the workshop, we documented the approach including key milestones, release timeline and success criteria. We then began building the system through a series of feedback driven iterations often using video conferences for planning meetings due to the global structure of the team.
At the beginning of the project we identified three KPIs, click through rate, 0-search results and successful search rate. After rollout, we saw a 48% increase in click through rate, a 96% drop in 0-search results, and a 65% increase in successful searches.