How Intranet Search Shapes Better Employee Experiences

600,000+ Patients
18,000+ Employees
$200M+ Annual revenue

An employee experience platform that works

Managing over half a million patients requires copious amounts of information and paperwork. To maintain precision and efficiency, UW Health teamed up with Coveo to deliver powerful intranet search. Healthcare teams now have the information right at their fingertips.

Payers, Providers, Health Tech, and Life Science companies are using Coveo across their organizations to deliver personalized experiences to their employees, customers, and partners.UW Health’s transformation began with its employees. As a next step, they’ll focus on how customers gain access to health services with a “Find a Doctor” and “Find a Clinic” capability on their website.

UW Health is an integrated health system of the University of Wisconsin-Madison. It serves more than half a million patients per year at six hospitals and over 80 outpatient sites.

Augmenting search to resolve content gaps

Problem: Google Search Appliance (GSA), UW Health’s legacy search solution, requires a lot of custom configurations, maintenance, and manual relevance tuning to provide relevant content to staff. As a result, content gaps affected a vast array of roles that guide day-to-day operations.

Solution: With the high-performing capabilities of Coveo’s insight engine, UW Health was blown away by how easy it was to configure and roll out. According to Noah Locke, Director of Marketing Technology at UW Health, Coveo worked better from day one than GSA after three years of operation and relevance tuning.

On day one of implementing Coveo, UW Health reduced their content gaps by 50%. They also received zero complaints from employees on the transition from one search platform to a new one.

↓50%

content gap reduction on first day of implementation.

complaints from staff about transitioning to new search platform.

Employee productivity meets machine learning

Problem:Inability to find right information slowing down front-line practitioners

Solution:The UW Health team built a search user interface on top of another vendor’s RESTful API using JSON. To accelerate time-to-value, they decided to keep their UI and connect it to Coveo on the backend.

With Coveo Machine Learning picking up trends, behaviors, and intents of the crowd, contextually relevant content is provided to individual staff members. They could also render PDF documents in HTML to improve findability, without requiring extensive content tagging.

↑10%

YoY time on page.

1.8

average click-rank.

AI in the workplace boosts intranet search

UW Health migrated from GSA to Coveo with zero downtime with zero issues, and zero complaints from employees. Their content gap was also reduced by 50% on the first day of implementing Coveo. Nurses on the front line use Coveo all the time to quickly search for information pertaining to patient follow-up care, medical protocols, and more.

In the discharge process, nurses are able to retrieve pertinent information quickly and expedite the availability of beds for incoming patients, optimizing the day-to-day operations of the hospitals and care centers.

All of our staff use Coveo. After implementation, we were prepared for a large number of complaints due to changes in search results, but there were zero complaints about the new solution.

Noah Locke

UW Health’s Director of Marketing Technology

Take a look inside

How UW Health moved from GSA to Coveo’s more customizable, AI-powered solution. (Page 4)
Why nurses and other front-line professionals have a better employee experience thanks to artificial intelligence and machine learning. (Page 5)
The new Coveo features UW Health will add next to expand their employee offerings and help customers get the health care they need most. (Page 6)