Delta Controls Resource Intranet: The Source 2.0 — Overcoming Navigation Difficulties and Ineffective Search
Overview
The Source is a digital library dedicated to providing non-technical documents, training, and marketing materials to Delta Controls' partners and employees. This project aimed to rebuild the entire platform for a more intuitive and fluent user experience.
Impact
2-3 clicks
Average click to access information
15% ↑
Engagement rate
22.5% ↑
Download conversion rate
Problem
Users couldn't navigate and search effectively.
A. Unclear Navigation
Users averaged 4–6 clicks to locate necessary files, which wasted a significant amount of time and reduced productivity.
B. Ineffective Search
70% of users relied on search capabilities, but results were ineffective due to WordPress preset index constraints.
C. Unorganized Category & Layout
Tags were inconsistently organized, and users expected a more logical content structure.
Solution
Streamlined Access Through a Centralized Resource Hub
Create a clear navigation system that is consistent with the company's design system. Simplified navigation reduces clicks to 3-4, ensuring faster information retrieval.
Enhanced Discoverability with Smart Search
The Source uses a unified smart search that allows all documents, categories, and tags to be searched. Users can also fill out a feedback form to notify the marketing team of any missing content.
A Modern, Personalized Resource Experience
Our modern, logical layout enhances customization, featuring recent and most-downloaded documents for quick access — ensuring an efficient experience tailored to each user's needs.
Research
- USA, Canada, Europe, Asia
- Anonymous response collection
- Department including: sales, technical, support
- Email invitation distribution
43%
Low Usage Frequency
Nearly half of users access the platform less than once per month
3/5
Low Satisfaction
The average satisfaction score shows tremendous opportunity for improvement.
69%
Excessive Clicking
Users require 4-6+ clicks to access needed information
If people tell you to search a file at the Source, they basically tell you to go Fxxk yourself
James Ferdon, Business Development Manager
You need to be really familiar with the platform to understand you can get everything from the Index
Tim Arion, Sales Director
Based on in-depth interviews with actual users, we were able to identify key spots where they experience major pain points.
Ideate & Design
Information Architecture
The IA explains why the previous version couldn't perform an effective search and how the new one addresses the issue.
User Flow
We didn't want the flow to stop abruptly if users couldn't find their document. That's why we included a support button that connects users directly to the marketing team.
Wireframes & Prototype
We presented this prototype to the Marketing and Sales teams and received good feedback.
Takeaways
Addressing Technical Limitations and Stakeholder Pushback
The IS (Information Systems) team refused to connect the partner database directly to the communication channel while creating the subscribe function. This integration was primarily designed to pre-fill user information for a more seamless subscription experience.
Our workaround required utilizing a built-in connector within the subscription form and adding an additional step for users to manually enter their information. It may not be ideal for user experience, but this highlights the significance of compromise and flexibility in meeting key user needs while considering time and cost.
