Project: join.me Support Site Redesign
LogMeIn’s join.me product support site, help.join.me, was redesigned to reduce call volume and to provide a better self-help experience for customers.
I contributed to the project in a variety of ways, including:
- UX Research & Analysis
- UX/UI Design (low/high fidelity wireframes & prototypes)
- Testing & QA
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 an experience that would meet both business goals and user needs, it was important to understand the pain points of the user experience with the current knowledge base that was preventing them from self-serving.
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 site, customer phone surveys, LogMeIn agent and stakeholder interviews and in person customer focus groups.
Design goals and success criteria were determined based on the analysis.
Users will 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. When users could not self-help, they were presented with the channel that best addressed their question (email, phone or chat) based on case-type analysis.
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 low fidelity 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 then 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) in the contact support flow.
I shared the art boards and prototype with the development team to guide them in building the dev site. The dev site was used to test quickly whether the concept could work (“is this possible?”).
In the testing phase, I coordinated feedback from the business to the development team and provided 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) due to technical constraints or other blockers.
After go-live, the data I collected informed the prioritization of fast-follows and bug fixes, and helped us develop a product roadmap as we continued to evolve the join.me self-help experience.