Project Overview
Research Methods
Survey (n=31), Card Sorting (n=5), Concept Testing (n=7), Usability Testing (n=19)
Impact
Informed product strategy for restricted access feature
The Challenge
Current Top Blocker
"Application Managers cannot restrict access to different parts of the Knowledge Base."
Despite being an essential module in TOPdesk, Knowledge Management remains significantly underutilized, directly impacting Incident Management—the most used and impactful module in the platform.
Research Objectives
- Understand application managers' needs regarding Knowledge Base structure and permissions
- Validate whether the proposed restricted access concept aligns with user expectations
- Challenge and explore existing assumptions about user behavior and preferences
Research Methodology
A comprehensive mixed-methods approach combining quantitative and qualitative research:
1. Survey (n=31)
Explored current setup, role priorities, and perception of permissions among knowledge managers
2. Card Sorting (n=5)
Investigated how users conceptualize knowledge organization—organization-based vs. self-service portal-based
3. Concept Testing (n=7)
Compared legacy-inspired tree structure against tag-based approaches
4. Usability Testing (n=19)
Prototyped tree structure setup and access group configuration with System Usability Scale (SUS) evaluation
Key Insights from Card Sorting
- 100% of participants mirrored their organization structure into the Knowledge Base structure, revealing a strong mental model
- Universal need for controlled visibility: All participants expressed support for visibility for internal operators but firmly opposed giving them create/edit/publish access
Concept Testing Findings
- Tree structure strongly preferred: 71% (5/7) of participants favored tree structure over tagging, especially among long-time TOPdesk users (>10 years)
- Tagging appreciated for specific use cases: filtering and bulk actions, but not as primary navigation
- Structure dependency revealed: Users rely on hierarchical structure for navigation due to limited search capabilities—an important product insight
Usability Testing Results
System Usability Scale (SUS) Score
The prototype achieved an excellent usability score, validating our hypothesis that the new restricted access system is highly usable
Assumptions Tested & Validated
| Assumption | Result | Key Finding |
|---|---|---|
| Knowledge Managers can structure information effectively in three layers | FALSE | Knowledge managers need more than 5 levels and ideally infinite nesting |
| Knowledge base users like explorer view to check information | TRUE | Users actively use explorer to manage, find, and update information |
| Knowledge base users prefer folders | TRUE | Folders solve the current issue and align with mental models from other applications |
| An effective search is all users need | FALSE | Inconsistency in KI keywords and language prevents sole reliance on search |
| Easy for administrators to understand roles and give appropriate permissions | TRUE | All participants (100%) understood role concept; SUS score confirmed ease of use |
| Knowledge managers understand access groups concept | TRUE | 84% (16/19) of participants understood access groups |
| Operator groups linked to roles are sufficient | FALSE | 68% (13/19) expressed need for person groups in addition to operator groups |
| Knowledge managers want to work with the new system | TRUE | 95% (18/19) wanted to use the new system |
| Knowledge managers prefer custom role settings | FALSE | Only 15% (3/19) expressed need for custom role settings—not a priority |
Key Recommendations for Product Team
1. Implement Deep Nesting Capability
Application Managers require more than three levels in the tree structure, ideally supporting infinite nesting to mirror complex organizational hierarchies
2. Dual Group System Required
Visibility in self-service portals is tailored to person groups, while editing permissions rely on operator groups. Both are essential for flexibility
3. Support Both Person & Operator Groups
There is a strong need to include both group types. The ability to assign roles to individual persons could be valuable but is not a must-have
4. Implement Granular Role-Based Permissions
Role-based permissions should differentiate between viewing, editing, and managing capabilities. Customizable roles are appreciated but not essential based on user data
Business Impact
For Customers
- ✓ Faster incident resolution
- ✓ Prevention of incidents through self-service
- ✓ Better knowledge organization
For Business
- ✓ Reduced support costs for customers
- ✓ Reduction in contract cancellations
- ✓ Increased product adoption
Implementation Status
Based on research findings, the product team developed an enhanced explorer interface with improved structure and permissions management.