Evolution of Enterprise Search at Merck Sucks to

Evolution of Enterprise Search at Merck: Sucks to Success Daniel Shapiro, Associate Director Intranet Global Forum October 25 th, 2016

Portal Overview • Merck’s Enterprise Portal: a Brief Overview – ~40 K unique visitors per day – Global usage: 37% of traffic from US, 63% ex-US – Just launched a new Enterprise Portal hosted in O 365 – Transitioning from Newsgator to 365/Yammer for Enterprise Social – Over 2 million searches per year 2

Portal Screenshot 3

Search History Sync Search Launched Future State Vision Defined Unhappy Users June 2011 my. Search Go-Live Investigation and Analysis May 2013 Q 1 -Q 4 2014 Collaborative Cross Team Search Upgrade Q 4 2014 July 2015 my. Search Vision to Reality Monthly Tuning/ Enhancements/ Bug Fixes Q 4 2015 – Q 3 2017 Future Today … and beyond

New Features Extended Document Preview Avoid time wasted trying to find the right file with ability to preview directly on results page. Info. Panels Hover Panels View result attributes and see actionable links to get to intended action faster. Acronyms Webcast Provides direct definitions for acronym searches to help users make sense of Merck’s unique vocabulary. Find, watch, and add upcoming events to calendar right from search. Provide a robust response to address the intention behind the user’s keywords. Enhanced rules to support regular expression matching. Organized around content type rather than location and clearly presented on search results page for easy access Dynamic Site Tour On screen guides help provide better selfsupport directly in the search experience. Result Verticals 5 New Features to Improve Search User Experience

Putting it all Together On-screen help Verticals (Scopes) Best Bets Acronyms Info. Panels Refiners 6 Organic Results Robust User Experience with Holistic Answers Feedback

Performance my. Search International Performance Current Average Search Response Time USA 2. 6 Seconds China Spain 7. 7 Seconds 5. 5 Seconds Japan 6. 4 Seconds Argentina 6. 4 Seconds After Before I think Sync is a good tool however we need to work the performance, specifically the search. Before Search for keyword “Comet” I think that this new release of My Search is intuitive and best organized. After From US Location Before After 21 Seconds 4. 8 Seconds Associate Director Peru, IT Account Management Increased Productivity through Better Performance

Adoption Improved Features After Before At times the search results are not what I was looking for so I'd have to refine the search to narrow it done. It has improved slightly. Performance Gains ~400, 000 Additional Searches Before Improved Search Yields Increased Usage Trend I thought the speed at which the information appears was very good and easy to understand After Administrative Assistant US, Manufacturing

Findability = + Leverage Search Application Improve Content Stewardship Better Results my. Search Today After Before my. Search Go-Live Find-It Initiative Technical Limitations Lead to User Frustration 2013 2014 2015 2017 Shifting Non-Productive Time to Productive Time Future?

Enhanced Query Rules Additional Sources of Content Corporate Saving Minimizing Wasted Time Findability Adoption Productivity Benefits New Capabilities New Features my. Search Performance Dynamic Site Tour Enhanced Learning Engine IT Benefits Reduced Server Footprint, Decreased Engineering/AMS Support Leveraging OOB/ Minimal Customization Technology Update 90% Reduction in Keyword Tuning Success Measured on Many Factors

Enhanced Query Rules Additional Sources of Content Corporate Saving Minimizing Wasted Time Findability Adoption Productivity Benefits New Features my. Search Performance This is a 1000 percent better than what we have. - Global Com I love the new my. Search tool. The site is so fast and the results are so much cleaner. My favorite part is the addition of the Info. Panels, everything an end user needs on a given topic is presented to them in such an organized manner. - HR Employee New Capabilities IT Benefits I found it very fast and effective… Good improvement! - Animal Health Reduced Server Footprint, Decreased Engineering/AMS Support Leveraging OOB/ Minimal Customization I found it very fast and effective. Good improvement! - Spain Finance Dynamic Site Tour Technology Update 90% Reduction in Keyword Tuning Much better that we are currently using. - Exec Admin Success Measured on Many Factors Enhanced Learning Engine my. Search is awesome!! Thank you so much. I'm so impressed with the relevance of the search results - I found what I was looking for (and more!) in the top 5 results. Brilliant! - Country IT Director

Our Next Steps • Journey to the Cloud – Getting the most out of hybrid • Using Cloud for Commodity search • On-Premise handling Custom search • Updating for new Enterprise Portal • Taking Enterprise Search deeper – Tailored to the most business critical needs in each division 12

Questions? daniel_shapiro@merck. com 13 Thank You!

my. Search REFINERS EXTENDED DOCUMENT PREVIEW DYNAMIC SITE TOUR W E B C A S T S Findability INFOPANELS HOVER PANELS ACRONYMS AT UR ES Enhanced Query Language TO P FE Adoption Performance 25, 000 Hours = 12. 8 FTE Years HOMEPAGE APPLICATION TILES V E R T I C A L S “An efficient search tool is a high requirement from end-users: I think we have it now!” - Country IT User Potential Time Saved Per Year Modernized Enterprise Search “The first result is exactly what I was looking for and the second result was also useful. I love it!” - Merck IT Director