Searching with clustering An investigation into the effects on users' search experience and satisfaction

Purpose - The use of search engines has become increasingly common. While Google has an overwhelming majority of the market share, new and innovative search techniques are being developed. An example of these is the clustering interface used by a number of search engines, whereby results are grouped and visualised according to categories. The purpose of this paper is to examine user perceptions and experience of using clustering. Design/methodology/approach - In total, 12 Palmerston North City Library (New Zealand) staff members and patrons were recruited and the data were gathered through both observations of a search using a clustering search engine (Carrot2Clustering) and via semi-structured interviews. The data were analysed according to four themes: features, look and feel, results and clusters. Findings - The findings from this study revealed that the use of clusters can assist users in the search process in several ways. Evidence was also found to support previous research indicating the importance of labelling the clusters. Originality/value - This exploratory research provides some insights into users' perceived cognitive load in using a clustering search engine as compared to using a list-based search engine. The authors explored how searchers compare their overall experience of using clustering search engines to using traditional list-based engines and the extent to which the clustering presentation influences the progression of a search. The authors also examined the extent to which searchers make use of the feedback a clustering search engine provides to refine, rephrase or redefine their initial search.