Project: Community Migration
LogMeIn and GetGo (Citrix) were merging businesses and their respective online customer communities were separated by platform, brand, and strategy.
I managed a cross-functional team of UX researchers and designers, web developers, external partners and internal stakeholders, to merge and migrate the content and user data of these disparate online communities to a new platform and unified user experience.
We first underwent an extensive platform evaluation process and selected the Lithium/Khoros Communities platform. The gamification features of the platform, such as leaderboards and badges, supported our peer-to-peer self-help support strategy. Helpful content could be promoted to users in search of answers, and the most knowledgeable and loyal customers in the LogMeIn community could be identified, rewarded, and nurtured to become superusers whose efforts saved the business over $1,000,000 in support costs annually.
After launch, I managed a team of digital service agents to monitor the online communities and social media channels (Facebook & Twitter) across all 13+ LogMeIn products.