Support/Goals/UX Testing/2010-12

Since I did the last round of user testing in October, we launched the new KB with a redesigned start page, search summaries (and keywords that work), and a bunch of search fixes (bugs 586034, 596623, 596624, 596973, 601655, 586034). The good news is that the our front page search is much improved. If you search the problematic search phrases from the last test you'll see that you get much better results now:

• Why did adobe flash crash (previously this returned zero results)
• What to do when flashplayer crash (previously this returned zero results)
• flashplayer crash (previously this returned only forum threads)
• flash player crash (previously this didn't find the article "The Adobe Flash plugin has crashed")
• can't find downloaded files (previously didn't return any relevant results)

For this test I repeated the test from October. This time the tester was able to easily find the correct article each time with the target article listed in the first few results.