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The users expected website-like features on the mobile app - for example, features like improved search withWatson, universal improved ticket status, or the display of document-level feedback. These user expectations and others were not met in the existing design.

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Eight participants from different countries, IBM Business Units and job roles took 45 minutes for the session.

• Most participants preferred the new search-centric design.
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Eight participants from different countries, IBM Business Units and job roles took 45 minutes for the session.

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