Project: join.me Support Site Redesign
LogMeIn’s join.me product support site, help.join.me, was due for a redesigned experience and a rethinking of its role in Customer Care’s omni-channel support strategy. As a member of a cross-functional team, I contributed to the launch of the new site in a variety of ways.
We successfully migrated the knowledge base articles from one platform into another and created a new and improved experience that met both our user experience needs and business goals.
First, I conducted user research from a variety of sources to understand the pain points of the customer’s experience with the current knowledge base. I analyzed data from Google Analytics, SalesForce case types, usertesting.com usability tests, a customer phone survey, and agent focus groups. I developed the design goals and requirements based on my findings.
Looking at competitor web sites and “best-in-class” examples built on the same SalesForce Knowledge platform we were going to use, I mocked up in Photoshop what the experience might look like in a series of iterative design sessions with Product and Care stakeholders.
One of the design requirements was to guide users to the best support channel to help them get the answers to their questions quickly. It was important to visualize the strategic multi-channel support experience we wanted our developers to implement. I built click-through prototypes in Invision to define the user flows.
Once we were in the development phase, I provided feedback and clarifications on the design as we progressed, and coordinated a team of QA testers to ensure we were ready for go-live.