Evolution of Enterprise Search at Merck: Sucks to Success Daniel Shapiro, Associate Director Intranet Global Forum October 25th, 2016

Portal Overview Merck’s Enterprise Portal: a Brief Overview ~40K unique visitors per day Global usage: 37% of traffic from US, 63% ex-US Just launched a new Enterprise Portal hosted in O365 Transitioning from Newsgator to 365/Yammer for Enterprise Social Over 2 million searches per year

Portal Screenshot

Search History mySearch Vision to Reality Sync Search Launched Future State Vision Defined mySearch Go-Live Monthly Tuning/ Enhancements/ Bug Fixes Future Collaborative Cross Team Search Upgrade Unhappy Users Investigation and Analysis June 2011 May 2013 Q1-Q4 2014 Q4 2015 – Q3 2017 Today … and beyond Q4 2014 July 2015 mySearch Vision to Reality

New Features New Features to Improve Search User Experience Extended Document Preview Hover Panels Avoid time wasted trying to find the right file with ability to preview directly on results page. InfoPanels View result attributes and see actionable links to get to intended action faster. Acronyms Webcast Provides direct definitions for acronym searches to help users make sense of Merck’s unique vocabulary. Find, watch, and add upcoming events to calendar right from search. Provide a robust response to address the intention behind the user’s keywords. Dynamic Site Tour Enhanced rules to support regular expression matching. On screen guides help provide better self-support directly in the search experience. Organized around content type rather than location and clearly presented on search results page for easy access Result Verticals New Features to Improve Search User Experience

Putting it all Together On-screen help Verticals (Scopes) Acronyms Best Bets InfoPanels Feedback Organic Results Refiners Robust User Experience with Holistic Answers

mySearch International Performance Search for keyword “Comet” Current Average Search Response Time USA China Spain 2.6 Seconds 7.7 Seconds 5.5 Seconds Japan 6.4 Seconds Argentina 6.4 Seconds After Search for keyword “Comet” From US Location Before After 21 Seconds 4.8 Seconds I think Sync is a good tool however we need to work the performance, specifically the search. Before I think that this new release of My Search is intuitive and best organized. After Before Associate Director Peru, IT Account Management Increased Productivity through Better Performance

Improved Search Yields Increased Usage Adoption Improved Features Performance Gains Usage Trend At times the search results are not what I was looking for so I'd have to refine the search to narrow it done.  It has improved slightly. ~400,000 Additional Searches I thought the speed at which the information appears was very good and easy to understand After Before After Before Administrative Assistant US, Manufacturing Improved Search Yields Increased Usage

Technical Limitations Lead to User Frustration Findability + = Leverage Search Application Better Results Improve Content Stewardship mySearch Today After mySearch Go-Live Before Find-It Initiative Technical Limitations Lead to User Frustration 2013 2014 2015 2017 Future? Shifting Non-Productive Time to Productive Time

Success Measured on Many Factors Enhanced Query Rules Additional Sources of Content Corporate Saving Minimizing Wasted Time Adoption Performance Findability Productivity Benefits New Capabilities New Features mySearch Dynamic Site Tour Enhanced Learning Engine IT Benefits Reduced Server Footprint, Decreased Engineering/AMS Support Leveraging OOB/ Minimal Customization Technology Update 90% Reduction in Keyword Tuning Success Measured on Many Factors

Success Measured on Many Factors Enhanced Query Rules Additional Sources of Content Corporate Saving Minimizing Wasted Time Adoption Performance Findability Productivity Benefits New Capabilities New Features mySearch Dynamic Site Tour This is a 1000 percent better than what we have. - Global Com I found it very fast and effective… Good improvement! - Animal Health Enhanced Learning Engine IT Benefits I love the new mySearch tool. The site is so fast and the results are so much cleaner. My favorite part is the addition of the InfoPanels, everything an end user needs on a given topic is presented to them in such an organized manner. - HR Employee mySearch is awesome!!  Thank you so much.  I'm so impressed with the relevance of the search results - I found what I was looking for (and more!) in the top 5 results. Brilliant! - Country IT Director Reduced Server Footprint, Decreased Engineering/AMS Support Leveraging OOB/ Minimal Customization I found it very fast and effective. Good improvement! - Spain Finance  Much better that what we are currently using. - Exec Admin Technology Update 90% Reduction in Keyword Tuning Success Measured on Many Factors

Our Next Steps Journey to the Cloud Getting the most out of hybrid Using Cloud for Commodity search On-Premise handling Custom search Updating for new Enterprise Portal Taking Enterprise Search deeper Tailored to the most business critical needs in each division

Questions? daniel_shapiro@merck.com Thank You!

Enhanced Query Language Modernized Enterprise Search mySearch REFINERS ACRONYMS INFOPANELS EXTENDED DOCUMENT PREVIEW VERTICALS HOVER PANELS HOMEPAGE APPLICATION TILES DYNAMIC SITE TOUR WEBCASTS Performance Adoption Findability Enhanced Query Language TOP FEATURES “An efficient search tool is a high requirement from end-users: I think we have it now!” - Country IT User “The first result is exactly what I was looking for and the second result was also useful. I love it!” - Merck IT Director 25,000 Hours = 12.8 FTE Years Potential Time Saved Per Year Modernized Enterprise Search