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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. As a member of a cross-functional team, I contributed to the creation of the new and improved experience in a variety of ways.

My Role

UX Research

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 test results on usertesting.com, customer phone surveys, and in person focus groups. I determined the design goals and user requirements based on my findings.

User Research

Data from customer phone surveys

UX Design

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 mocked up the desired experience in Adobe Photoshop and after a series of iterative design sessions with key stakeholders, handed the final artboards over to the development team to guide them in their work building the site.

Art Board

Art Board in Adobe Photoshop

Wireframes & Prototypes

One of the business requirements was to guide users to the best support channel that would help them get the answers to their questions quickly and deflecting top call drivers into the contact center. It was necessary to visualize the conditional experience we wanted our developers to implement, so I built click-through prototypes in Invision that defined each of the possible entry points to the contact options (from an article page, the home page, and the contact us page) and the user flows through each path.

Development & QA

In the development phase, I shifted into the role of business owner, speaking on behalf of the business and the customer to provide feedback, clarifications and approvals as they progressed. I also coordinated a team of QA testers to ensure we were ready for go-live.