Timeline
Client
Company size
Role
UIUX Designer
Team
Contribution
Overview
TSMC-Online is the company's online customer portal that provides its customers with online services including order placement, order status tracking, and access to various technical information.
Search is extremely important for users who are already familiar with TSMC-Online, but the previous search feature can't let users through this feature to find documents, information, and services easily.
Due to NDA, I’m not allowed to reveal complete design processes and deliverables. All the data is redacted and blurred and would be used for portfolio building only.
Impact
After launching a new global search and redesigning the search logic, these features significantly helped users find documents, information, and files efficiently, which increased 67% productivity and increase 30% customer satisfaction
67%
Increase productivity
30%
Increase customer satification
01 Challenges
Challenge 1
Global search logic is unclear, users didn't know, they didn't know what kind of information could be found through it.
" I don't know what's result turn out whenever I used this function and this let me feel like I don't want to use it anymore. "
Users 8 ( TSMC's client )
Challenge 2
Search results were not categorized, and users couldn't easily find what they needed through search results.
" Even though I tried to use global search, I couldn't easily find the information that I needed; this made me frustrated. "
Users 1 ( TSMC's client )
02 Before / After
Before
Only four categories could be searched and categorization couldn't lead users to identify which information it's useful or not.
After
[Document]
Based on the previous search results, we found out users use global search to search the document number and title.
Also, there are two kinds of documents that users searched the most.
03 Data Analyzing
What users typed in the past 1 year
I discuessed with system analyst in TSMC and analyze the data together, we found out the top 6 search keywords and design the new logic for new TSMC-Online global search
Interview Time
Name
Age
Driver Type
Total Taxi Experience
Mar 18
Mr. Xu
40
Car-Sharing
2 years
Mar 18
Mr. Zhuang
35
Traditional Taxi
3 years
Mar 18
Mr. Lai
54
Traditional Taxi
10 years
Mar 19
Mr. Huang
35
Car-Sharing
3 years
Mar 19
Mr. Jian
28
Car-Sharing
1.5 years
Mar 19
Mr. Zhuang
68
Car-Sharing
4 years
Mar 20
Mr. Yang
56
Traditional Taxi
20 years
Mar 20
Mr. Chen
42
Traditional Taxi
10 years
New Logic
I discuessed with system analyst in TSMC and analyze the data together, we found out the top 6 search keywords and design the new logic for new TSMC-Online global search
04 Design Highlights
Search Indicator
Tell users in the beginning, what kind of keywords that they can type in based on previous data.
Search Input
When users are typing in, they can through 5 recent searches and suggestions quickly know about how many services are provided in TSMC-Online.
Users don't need to remember document number and type in over again.
Search Tips
If users are not sure about how to search, they can just simply click search tips and see how to use search
Search Results
Search Results based on previous search data and categorize them into 6 sections.
Results Detail
Search Results based on previous search data and categorize them into 6 sections.
Each categorize based on different goal, I designed different feature like through search, users can search pdf content so they don't have to open each file by themselves.
