Project: join.me Support Site Redesign
LogMeIn’s join.me product support site, help.join.me, was redesigned and migrated to a new platform, SalesForce Communities, in an effort to reduce call volume and provide a better self-help experience for customers.
As a member of a cross-functional team, I contributed to the creation of the new and improved experience in a variety of ways. In addition to Customer Care leaders, Product Marketing and Sales Operations managers were key stakeholders. Marketing provided personas and the brand strategy. Sales Ops provided the platform developers and SalesForce admins. Content was provided by the Product team.
UX Research & Analysis
In order to design the new experience to meet both business goals and user needs, it was important to understand the pain points of the customer’s experience with the current knowledge base. I collected and analyzed data from a variety of sources including web traffic from Google Analytics, case types from SaleForce, usability tests of the current self-help site, customer phone surveys, agent interviews and in person focus groups.
Design goals & business requirements were determined based on the analysis.
Users should be able to…
- find the answers to their questions quickly through self-help and
- contact support in the method of their choosing
- maintaining or decreasing current email volume
- maintaining or improving current CSAT
- achieving a channel shift of phone volume to self-help
Wireframes & Prototypes
Our goal was to guide users to the best support channel that would help them get the answers to their questions quickly while also deflecting top call drivers into the contact center. Where users could not self-help, they were presented with the channel that best addressed their question (email, phone or chat).
Looking at competitor web sites and best-in-class examples of knowledge bases built on the same SalesForce Communities platform we were going to use, I created a simple wireframe of the key elements and layout of each of the types of pages (home page, article, search results, contact us). I then mocked up the desired UI in Adobe Photoshop after a series of iterative design sessions.
I built click-through prototypes in Invision to visualize the ways users would engage with the site, with a focus on how the channel options would behave (call us, email us, chat with us).
I shared the artboards and prototype with the development team to guide them in building the dev site. The dev site was used to test whether the concept could work (“is this possible?”).
Testing & QA
In the testing phase, I shifted into the role of business owner, speaking on behalf of the business to coordinate feedback to the development team and provide clarifications and approvals as development progressed. Often we had to return to the original design and refine what experience we could provide in the first external iteration (the MVP=minimum viable product).
After go-live, ongoing analysis informed us of all of our fast-follows, such as bug fixes, and helped us develop a product roadmap as we continued to evolve the join.me self-help experience.