Optimizing User Experience and Interface Design for Internal Knowledge Bases
Correia da Silva, Matleena (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025052013458
https://urn.fi/URN:NBN:fi:amk-2025052013458
Tiivistelmä
The aim of this thesis was to improve the internal knowledge base for the Integration SRE (Site Reliability Engineering) teams at RELEX, a SaaS (Software as a Service) company. The goal was to address usability issues based on user feedback, following User-Centered Design (UCD) principles to ensure the changes aligned with the needs of the ISRE teams.
Both qualitative and quantitative methods were used to gather feedback on the existing knowledge base. Based on the findings, the content structure was reorganized, the layout simplified to create a more user-friendly experience, the landing page was updated to feature clearer categories, which also included consistent labelling to improve navigation. Confluence’s Smart Links and customized Live Search Macros were integrated to make search results more accurate.
One improvement was embedding Jira boards directly into the knowledge base. Custom Jira queries displayed live ticket updates in the knowledge base. This allowed users to track tasks without leaving the knowledge base. It made it easier for users to troubleshoot ongoing issues.
Results showed that these changes improved usability. Testing revealed that users found information faster after the updates. Search times were reduced from four minutes to one minute. User satisfaction improved with higher ratings for content clarity and ease of use. These results suggest that the changes successfully addressed the main issues and made the knowledge base more efficient.
The main conclusion is that user feedback was crucial in identifying and solving key problems. Future work could focus on adding more detailed content and implementing regular reviews to keep the knowledge base content up to date.
Both qualitative and quantitative methods were used to gather feedback on the existing knowledge base. Based on the findings, the content structure was reorganized, the layout simplified to create a more user-friendly experience, the landing page was updated to feature clearer categories, which also included consistent labelling to improve navigation. Confluence’s Smart Links and customized Live Search Macros were integrated to make search results more accurate.
One improvement was embedding Jira boards directly into the knowledge base. Custom Jira queries displayed live ticket updates in the knowledge base. This allowed users to track tasks without leaving the knowledge base. It made it easier for users to troubleshoot ongoing issues.
Results showed that these changes improved usability. Testing revealed that users found information faster after the updates. Search times were reduced from four minutes to one minute. User satisfaction improved with higher ratings for content clarity and ease of use. These results suggest that the changes successfully addressed the main issues and made the knowledge base more efficient.
The main conclusion is that user feedback was crucial in identifying and solving key problems. Future work could focus on adding more detailed content and implementing regular reviews to keep the knowledge base content up to date.