Search, simplified
On the surface, this looked like a usability issue. It wasn’t.
- Looking for answers under time pressure
- Repeating searches dozens of times a day
- Making decisions that directly impacted customer experience
- Navigate across multiple disconnected tools
- Configure complex filters upfront
- Interpret dense, unstructured results
Search wasn’t helping them think. It was slowing them down.
The experience failed in predictable ways.
- No clear starting point — users didn’t know where to begin
- “Advanced search” created hesitation instead of control
- Results were dense, unprioritized, and hard to scan
- Interface prioritized system structure over user intent
I don’t even know what I’m looking at.
Searching is something I have to do—not something that helps me.
I reframed the problem.
Search is not a feature. It’s a decision-making tool.
Which means the goal isn’t flexibility. It’s speed of understanding.
Start before thinking
Users should never ask “where do I begin?” The entry point is the experience.
Reduce upfront decisions
Every extra choice delays action. Configuration before search is friction by design.
Configuration → refinement
Don’t ask users to build the perfect query. Let them start simple and adjust as they go.
I ran structured interviews and ad-hoc conversations. The patterns were consistent.
- Users hesitated at the very first step
- “Advanced search” was rarely used—but heavily relied on
- Results created more confusion, not clarity
- Repetition amplified friction—small inefficiencies became major ones
The system optimized for completeness.
Users needed momentum.
Clean up the surface
Moved search to a more visible location. Introduced saved searches. Hid advanced filters.
Reduce friction
Introduced a focused search entry point. Removed results until a query was made. Replaced “advanced search” with inline controls.
Redesign the system
One clear entry point. Filtering instead of configuration. Bookmarks instead of tabs. And a layer of automation that let the system do more of the searching for you.
One clear entry point
Search becomes a single, focused interaction—not a scattered set of tools. One place to start. No more deciding which system to open first.
Filtering replaces advanced search
Instead of configuring everything upfront, users start simple and refine progressively. This removes hesitation and keeps momentum—the most important thing a search interface can do.
Saved over bookmarks
Bookmarks were fragile—easy to lose, hard to manage. Persistent saved searches let managers return instantly and build repeatable workflows instead of rebuilding the same search every day.
Smart Find
Users can enter anything — the system surfaces the best match. For searches that happen dozens of times a day, Smart Find makes the most common action the fastest one, without removing control.
Search felt like setup work. High cognitive load. Slowed decision-making.
Search feels immediate. Clear starting point. Users move faster with less effort.
~13,000 seconds recovered monthly—time that went back to coaching, not navigation.
Users reported significantly fewer system failures after consolidation.
Operational load dropped as users found answers independently, without escalating.
Improved compliance and usability across the system for all 16,000+ managers.
This wasn’t just a UI redesign.
- Challenging existing mental models across the team
- Aligning stakeholders around simplification over feature parity
- Designing within tight technical constraints
- Balancing flexibility with clarity at every decision point
Simplicity is not removing features. It’s removing hesitation.
Enterprise tools often fail because they mirror systems instead of people.
- More power can create more friction
- Clarity requires strong decisions
- The hardest part of design is choosing what not to build
The best search experience is the one that gets out of your way.