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

2. 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

3. Portal Screenshot

4. 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
Q – Q3 2017
Today … and beyond
Q4 2014
July 2015
mySearch Vision to Reality

5. 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

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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. Questions?
Thank You!

14. 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