Lithys: Digital Customer Excellence Awards

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"The Lithys" recognize and celebrate customers that are using Lithium to solve problems, create new products, innovate and engage with their customers at entirely new levels to create true business value.

2016 winners were announced and celebrated at the LiNC Bash & Lithy Awards Ball on June 9, 2016. More on the 2016 Lithys.

You can browse all previous entries and winners by using labels & statuses below or by clicking here.

The stories are amazing.


 
New Idea
Status:
2014 Lithy Winner

Lithys 2014: K2 - Best Community Design

By JaniceK

Lithys 2014: K2 - Best Community Design

Status: 2014 Lithy Winner
by Lithium Technologies JaniceK ‎04-25-2014 11:46 AM - edited ‎04-28-2014 11:46 AM

Company: K2 

Entry submitted by: Todd Lilienthal (toddlilienthal) Director of Digital Strategy

Community: K2 Community (Community.k2.com)

Lithy category: Best Community Design

 

 

K2 software allows people to build and run business process applications, including forms, workflow, data and reports. Across enterprises and within departments, K2 customers are rapidly transforming their companies with applications that allocate work to the right people, with all the information they need to make great decisions.

 

With K2's visual tools, creating, launching and using the first K2 application is a snap. Reusable components ensure the next application delivers faster than the one before, and when the business needs change, it's easy to update your K2 apps to fit. More than a million users in 80-plus countries rely on K2 to streamline operations, save money and reduce risk. 

 

In March 2014, we launched community.K2.com. Our philosophy was to create a highly functional site with great user experience and a really clean design. We wanted to provide access to a large amount of information, while keeping it simple for the user. One of the core components to this philosophy is our prominent search bar. A large amount of information is only valuable if a user can easily find what they are looking for. With that in mind, we implemented Lithium’s predictive search and made it a stand-out feature on every page. In addition to the search being predictive, the search results page allows filtering by content type so that the user can further specify what they are looking for.

 

Our requirements started with the basic idea that it needed to be more than just a discussion forum. Our Lithium community includes forums, the K2 blog, a code sharing section (K2 Market), events calendar, and a resources section. We took design cues from our other digital properties, but wanted to make the community site stand out on its own as a great looking and very usable information hub.

 

We are very happy with the outcome and believe that we accomplished what we set out to do.  

 

Here is the homepage of Community.K2.com:

 

 

Our business goals are to boost user engagement and satisfaction, reduce support costs, and provide prospective customers with a resource that they can use when evaluating K2.

 

Within a week of our March 2014 launch, we experienced a huge increase in forum activity and resolved issues. The community has already become an amazing asset for our support team, allowing the community to assist each other.

 

We’ve seen increased engagement in our community as well as increased downloads inside of our “Market” section which allows user to share code and plugins that they’ve developed on the K2 platform. 

 

K2 led the strategy and implementation of this community in conjunction with Lithium and CloudSquads. We worked together to launch a best in class community site that is drastically different than any other community on the platform.

 

We looked at how the Lithium platform could be utilized and extended in order to provide our users with a bunch of functionality not normally found on a standard forum. We also made sure to only include features that we knew would be of value to our K2 audience. This resulted in a highly customized experience with a beautiful layout that gives our users everything they need and nothing that they don’t.

 

Every element of the K2 Community site was thought about individually as well as a part of the whole. The Forum, Blog, Market, Events Calendar, and Resources area all contribute to the experience by offering unique and valuable content while adhering to strict design and UI/UX standards.

 

Our metrics are already starting to prove the success of the new community.

 

Our first week on the new platform, we were seeing an average of 17 posts per day (88 posts for the week). All of our traffic was redirected from our old forum and was starting to pick up speed. Our old forum suffered from poor design, outdated functionality and user experience and our users were not motivated to use it to resolve their issues.

 

A month and a half later, the week of April 7th tallied an average of 41 posts per day (209 posts for the week). Many of the threads are leading to resolved issues and are helping to divert support tickets.

 

This is a 137% increase in weekly posts! We expect to see this trend continuing as we gain even more engagement from new and active users. 

 


Company: K2 

Entry submitted by: Todd Lilienthal (toddlilienthal) Director of Digital Strategy

Community: K2 Community (Community.k2.com)

Lithy category: Best Community Design

 

 

K2 software allows people to build and run business process applications, including forms, workflow, data and reports. Across enterprises and within departments, K2 customers are rapidly transforming their companies with applications that allocate work to the right people, with all the information they need to make great decisions.

 

With K2's visual tools, creating, launching and using the first K2 application is a snap. Reusable components ensure the next application delivers faster than the one before, and when the business needs change, it's easy to update your K2 apps to fit. More than a million users in 80-plus countries rely on K2 to streamline operations, save money and reduce risk. 

 

In March 2014, we launched community.K2.com. Our philosophy was to create a highly functional site with great user experience and a really clean design. We wanted to provide access to a large amount of information, while keeping it simple for the user. One of the core components to this philosophy is our prominent search bar. A large amount of information is only valuable if a user can easily find what they are looking for. With that in mind, we implemented Lithium’s predictive search and made it a stand-out feature on every page. In addition to the search being predictive, the search results page allows filtering by content type so that the user can further specify what they are looking for.

 

Our requirements started with the basic idea that it needed to be more than just a discussion forum. Our Lithium community includes forums, the K2 blog, a code sharing section (K2 Market), events calendar, and a resources section. We took design cues from our other digital properties, but wanted to make the community site stand out on its own as a great looking and very usable information hub.

 

We are very happy with the outcome and believe that we accomplished what we set out to do.  

 

Here is the homepage of Community.K2.com:

 

 

Our business goals are to boost user engagement and satisfaction, reduce support costs, and provide prospective customers with a resource that they can use when evaluating K2.

 

Within a week of our March 2014 launch, we experienced a huge increase in forum activity and resolved issues. The community has already become an amazing asset for our support team, allowing the community to assist each other.

 

We’ve seen increased engagement in our community as well as increased downloads inside of our “Market” section which allows user to share code and plugins that they’ve developed on the K2 platform. 

 

K2 led the strategy and implementation of this community in conjunction with Lithium and CloudSquads. We worked together to launch a best in class community site that is drastically different than any other community on the platform.

 

We looked at how the Lithium platform could be utilized and extended in order to provide our users with a bunch of functionality not normally found on a standard forum. We also made sure to only include features that we knew would be of value to our K2 audience. This resulted in a highly customized experience with a beautiful layout that gives our users everything they need and nothing that they don’t.

 

Every element of the K2 Community site was thought about individually as well as a part of the whole. The Forum, Blog, Market, Events Calendar, and Resources area all contribute to the experience by offering unique and valuable content while adhering to strict design and UI/UX standards.

 

Our metrics are already starting to prove the success of the new community.

 

Our first week on the new platform, we were seeing an average of 17 posts per day (88 posts for the week). All of our traffic was redirected from our old forum and was starting to pick up speed. Our old forum suffered from poor design, outdated functionality and user experience and our users were not motivated to use it to resolve their issues.

 

A month and a half later, the week of April 7th tallied an average of 41 posts per day (209 posts for the week). Many of the threads are leading to resolved issues and are helping to divert support tickets.

 

This is a 137% increase in weekly posts! We expect to see this trend continuing as we gain even more engagement from new and active users. 

 

Status:
2014 Lithy Submission

Lithys 2014: Autodesk - Best Community Design

By JaniceK

Lithys 2014: Autodesk - Best Community Design

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-15-2014 12:57 PM - last edited on ‎04-28-2014 08:54 AM by Community Administrator Community Administrator

Company: Autodesk 

Entry submitted by: Michael Pascucci (MPascucci) Senior Community Engagement Manager

Community: Autodesk Community (http://forums.autodesk.com/)

Lithy category: Best Community Design

 

Autodesk, Inc. is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. 

 

Like most software companies, Autodesk is focused on providing comprehensive solutions that our user base can rely on while also reaching new areas of the marketplace that were previously uncharted. Unlike other companies, Autodesk is also committed to reinventing our standard business model, moving away from standard licensing and into a flexible use anywhere, on any device, at anytime model.

 

With a very large portfolio of products, constant flow of acquisitions, emerging space in the consumer market, and increased access, our traditional support and feedback mechanisms no longer match our nontraditional business goals, nor are they able to keep up with the rapid customer base growth.

 

Lithium has provided us with an avenue to combat the above, providing a true peer-to-peer community space where users ask technical and subject matter related questions, share suggestions and answers, support overall product mastery, and collaborate on future product and service enhancement suggestions, all the while reducing the need for direct one-on-one support (forums) and Research and Development (ideastations).

 

 

Autodesk Community Redesign

 

In November 2013 the Autodesk Community site was rereleased, following an extensive redesign process which was supported by Lithium Professional Services. The result was a new compelling, easy-to-use site & experience that: optimizes our customers' ability to help themselves as well as each other; accelerates collaboration and innovation with our products & services; enables easy content creation, curation and distribution; all the while extending customer relationships each other, and Autodesk as a whole.

 

 

Focus of redesign:

 

  1.        Update the look and feel
  2.        Improve the navigation
  3.        Increase offerings for interactions
  4.        Create a visually appealing and personal experience

 

We feel that we have taken a major step in accomplishing what we were set out to, after listening to our Community and what their needs were.

 

User Benefits:

 

The Autodesk Community redesign will deliver member-driven changes to enhance the structure, feature set and visual design of the community – all intended to deliver answers to our customers as quickly as possible and ease unnecessary overhead contributing to the community.

 

We have updated the look and feel, creating a true destination for our Community. We have improved the overall navigation, creating an intuitive interface for our Community to be able to find information easily. We have “up-leveled” our Idea Station and Articles to the front page for easy access. We are also highlighting our Community members (Expert Elites), which should help to increase our activity within member profile pages. We will also be updating the ToS of the Community to add Creative Commons licensing to all community content.

 

Business results

 

     

 

Watch our video showcasing our redesign: https://autodesk.app.box.com/s/lcod9ztxrxfm7jexjyfd


Company: Autodesk 

Entry submitted by: Michael Pascucci (MPascucci) Senior Community Engagement Manager

Community: Autodesk Community (http://forums.autodesk.com/)

Lithy category: Best Community Design

 

Autodesk, Inc. is a leader in 3D design, engineering and entertainment software. Customers across the manufacturing, architecture, building, construction, and media and entertainment industries use Autodesk software to design, visualize, and simulate their ideas before they're ever built or created. 

 

Like most software companies, Autodesk is focused on providing comprehensive solutions that our user base can rely on while also reaching new areas of the marketplace that were previously uncharted. Unlike other companies, Autodesk is also committed to reinventing our standard business model, moving away from standard licensing and into a flexible use anywhere, on any device, at anytime model.

 

With a very large portfolio of products, constant flow of acquisitions, emerging space in the consumer market, and increased access, our traditional support and feedback mechanisms no longer match our nontraditional business goals, nor are they able to keep up with the rapid customer base growth.

 

Lithium has provided us with an avenue to combat the above, providing a true peer-to-peer community space where users ask technical and subject matter related questions, share suggestions and answers, support overall product mastery, and collaborate on future product and service enhancement suggestions, all the while reducing the need for direct one-on-one support (forums) and Research and Development (ideastations).

 

 

Autodesk Community Redesign

 

In November 2013 the Autodesk Community site was rereleased, following an extensive redesign process which was supported by Lithium Professional Services. The result was a new compelling, easy-to-use site & experience that: optimizes our customers' ability to help themselves as well as each other; accelerates collaboration and innovation with our products & services; enables easy content creation, curation and distribution; all the while extending customer relationships each other, and Autodesk as a whole.

 

 

Focus of redesign:

 

  1.        Update the look and feel
  2.        Improve the navigation
  3.        Increase offerings for interactions
  4.        Create a visually appealing and personal experience

 

We feel that we have taken a major step in accomplishing what we were set out to, after listening to our Community and what their needs were.

 

User Benefits:

 

The Autodesk Community redesign will deliver member-driven changes to enhance the structure, feature set and visual design of the community – all intended to deliver answers to our customers as quickly as possible and ease unnecessary overhead contributing to the community.

 

We have updated the look and feel, creating a true destination for our Community. We have improved the overall navigation, creating an intuitive interface for our Community to be able to find information easily. We have “up-leveled” our Idea Station and Articles to the front page for easy access. We are also highlighting our Community members (Expert Elites), which should help to increase our activity within member profile pages. We will also be updating the ToS of the Community to add Creative Commons licensing to all community content.

 

Business results

 

     

 

Watch our video showcasing our redesign: https://autodesk.app.box.com/s/lcod9ztxrxfm7jexjyfd

Status:
2014 Lithy Submission

2014 Lithys: Google AdWords - Best Community Desig...

By JaniceK

2014 Lithys: Google AdWords - Best Community Design

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎03-28-2014 05:01 PM - last edited on ‎04-28-2014 08:52 AM by Moderator Moderator

Company: Google AdWords 

Entry submitted by: Agata Krzysztofik (Agata) Program Manager

Community: AdWords Community (www.en.adwords-community.com)

Lithy category: Best Community Design

 

AdWords is one of Google’s main products, used by millions of businesses worldwide, from multi-million dollar companies to tiny mom-and-pop businesses.

 

With such a vast group of users, we wanted to create an online space where we could address any product related questions and provide strategic guidance to users in a scalable way.

 

We launched our AdWords Community on Lithium (in 6 languages) in 2011. The initial design was pretty “simple” reflecting the UI of broadly-known Google products such as Gmail.

 

 

Towards the end of 2012 we decide to redesign our Communities (in 8 languages at the time).

 

 

Our vision for the new design was “to provide members with a beautiful, engaging and wow! experience, and to make information easy to find”, while focusing on the following business goals:

 

  • Users are able to resolve their issues faster
  • Users are more engaged with the Community
  • Our Top Contributors are more satisfied with the Community
  • Users have an improved perception of experts presence on the Community
  • Users have increased satisfaction with ease of navigation

The redesign wasn’t purely limited to a refreshed look, but also incorporated a launch of several brand new Community features that we defined and implemented together with Lithium developers. 

 

The new Community features launched as part of the redesign spanned across 3 main themes:

 

1) Cleaner interface and easier, more intuitive navigation for user to get engaged

 

  • Custom Promo Carousel (With a banner builder incorporated into the admin)

 

 

  • More visibility into accepted solutions
  • Stream of the most recent discussions and articles
  • Recommended reading
  • Quick access to follow discussions
  • Ability to reply within thread
  • At a glance view of discussions by categories
  • Quick view of discussion stats

 

2) Better integration with social

 

  • Users able to add social networks to profile
  • Easier social sharing of content across platforms

 

3) More recognition for engagement

 

  • Achievement badges

  • Progress bar of your membership level
  • Articles’ author box with integrated Google authorship tag

The redesign has resulted in a 23% increase in the average daily accepted solutions, +28% in daily average kudos clicks and 19% increase in the overall satisfaction with the website (English Community results). The survey conducted among our Top Contributors also indicated overall positive feedback about the new UI combined with the newly added features. The main satisfaction driver among our top-engaged members were the achievement badges (86%).

 

 


Company: Google AdWords 

Entry submitted by: Agata Krzysztofik (Agata) Program Manager

Community: AdWords Community (www.en.adwords-community.com)

Lithy category: Best Community Design

 

AdWords is one of Google’s main products, used by millions of businesses worldwide, from multi-million dollar companies to tiny mom-and-pop businesses.

 

With such a vast group of users, we wanted to create an online space where we could address any product related questions and provide strategic guidance to users in a scalable way.

 

We launched our AdWords Community on Lithium (in 6 languages) in 2011. The initial design was pretty “simple” reflecting the UI of broadly-known Google products such as Gmail.

 

 

Towards the end of 2012 we decide to redesign our Communities (in 8 languages at the time).

 

 

Our vision for the new design was “to provide members with a beautiful, engaging and wow! experience, and to make information easy to find”, while focusing on the following business goals:

 

  • Users are able to resolve their issues faster
  • Users are more engaged with the Community
  • Our Top Contributors are more satisfied with the Community
  • Users have an improved perception of experts presence on the Community
  • Users have increased satisfaction with ease of navigation

The redesign wasn’t purely limited to a refreshed look, but also incorporated a launch of several brand new Community features that we defined and implemented together with Lithium developers. 

 

The new Community features launched as part of the redesign spanned across 3 main themes:

 

1) Cleaner interface and easier, more intuitive navigation for user to get engaged

 

  • Custom Promo Carousel (With a banner builder incorporated into the admin)

 

 

  • More visibility into accepted solutions
  • Stream of the most recent discussions and articles
  • Recommended reading
  • Quick access to follow discussions
  • Ability to reply within thread
  • At a glance view of discussions by categories
  • Quick view of discussion stats

 

2) Better integration with social

 

  • Users able to add social networks to profile
  • Easier social sharing of content across platforms

 

3) More recognition for engagement

 

  • Achievement badges

  • Progress bar of your membership level
  • Articles’ author box with integrated Google authorship tag

The redesign has resulted in a 23% increase in the average daily accepted solutions, +28% in daily average kudos clicks and 19% increase in the overall satisfaction with the website (English Community results). The survey conducted among our Top Contributors also indicated overall positive feedback about the new UI combined with the newly added features. The main satisfaction driver among our top-engaged members were the achievement badges (86%).

 

 

Status:
2013 Lithy Submission

Lithys 2013: Barclaycard - Best Community Design

By DeniseJ

Company: Barclaycard US

Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Community Design

___________________________________________________________________

 

Barclaycard Ring’s community design is aesthetically beautiful and additionally there are 3 important elements that differentiate the site from other communities.

 

  1. “Barclaycard Ring” is not only the name of the product but a Ring graphic also visually plays into individual member identity while symbolizing that the member is part of a community. We’ve designed the Ring to be a functional object that not only denotes individual accomplishment but encapsulates the community experience created in the site itself.
  2. Ring is a site within a site and the design represents a visual integration of a community inside a credit card servicing site. The visual elements of the two sites are perfectly blended and the resulting single site has its own identity, navigation and rules.
  3. The design is simple and elegant and requires almost no learning curve for the user. Even though the site concept is completely new and innovative members know exactly how to navigate between the various features on the site.

Between the beautiful elegance of the design and the 3 differentiating elements above, we believe Barclaycard Ring’s community provides a step-change vision for the way digital communities will be designed in the future.

 

Beautiful “Pinterest-like” timeline gives members a snapshot of Barclaycard Ring’s ongoing story.

 

 

Card members can see their private information and then click over to participate in the community. As members navigate from servicing to community they move from a blue to orange background.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

We show our members the financials for the product in an elegant and simple way.  Even more financial details are revealed to the curious community member.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Members can easily elect to donate all or a portion of their Giveback™

to charity by using the slide rule function.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Members vote on product features and evolve the core product.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Member achievements are displayed in their “ring” and are illustrated by a wide assortment of colors that represent potential activities to improve the community.

 


Company: Barclaycard US

Entry submitted by: Jared Young (jaredyoung) Sr. Director, Consumer Markets

Community: Barclaycard Ring (www.barclaycardring.com)

Lithy category: Best Community Design

___________________________________________________________________

 

Barclaycard Ring’s community design is aesthetically beautiful and additionally there are 3 important elements that differentiate the site from other communities.

 

  1. “Barclaycard Ring” is not only the name of the product but a Ring graphic also visually plays into individual member identity while symbolizing that the member is part of a community. We’ve designed the Ring to be a functional object that not only denotes individual accomplishment but encapsulates the community experience created in the site itself.
  2. Ring is a site within a site and the design represents a visual integration of a community inside a credit card servicing site. The visual elements of the two sites are perfectly blended and the resulting single site has its own identity, navigation and rules.
  3. The design is simple and elegant and requires almost no learning curve for the user. Even though the site concept is completely new and innovative members know exactly how to navigate between the various features on the site.

Between the beautiful elegance of the design and the 3 differentiating elements above, we believe Barclaycard Ring’s community provides a step-change vision for the way digital communities will be designed in the future.

 

Beautiful “Pinterest-like” timeline gives members a snapshot of Barclaycard Ring’s ongoing story.

 

 

Card members can see their private information and then click over to participate in the community. As members navigate from servicing to community they move from a blue to orange background.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

We show our members the financials for the product in an elegant and simple way.  Even more financial details are revealed to the curious community member.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Members can easily elect to donate all or a portion of their Giveback™

to charity by using the slide rule function.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Members vote on product features and evolve the core product.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Member achievements are displayed in their “ring” and are illustrated by a wide assortment of colors that represent potential activities to improve the community.

 

Status:
2016 Lithy Finalist

Lithys 2016: Google Advertiser Community - Communi...

By JaniceK

Lithys 2016: Google Advertiser Community - Community Design of the Year

Status: 2016 Lithy Finalist
by Lithium Technologies JaniceK ‎03-30-2016 04:34 PM - last edited on ‎05-03-2016 08:44 AM by Moderator Moderator

googlelogo_color_272x92dp.pngCompany: Google

Entry submitted by: Yuri Kleban (Program Manager)

Community: Google Advertiser Community

Lithy category:  Community Design of the Year 

 

Our mission is to organize the world's information and make it universally accessible and useful. Our team supports many products such as AdWords, Google My Business and Google Analytics that help fund our company's moonshots.

 

Our Community Goals

 

The Google Advertiser Community exists to support our customers at scale by providing a platform to have their questions answered and to give them an opportunity to learn more about our product/s. This is done in a friendly and Googley way by our Community Members, Community Managers, Moderators and wide network of Google Top Contributors.

We redesigned our community interface with three goals in mind. First, we had evolved from a product-focused community to a customer-focused community, and thus needed one place that provided a complete journey for an SMB, from getting their business online through GMB, then understanding their online performance through Google Analytics, to leveraging the marketing power of AdWords to increase the success of their businesses.

 

Second, through customer feedback we understood that there were issues with content findability and we needed a UI that supported easier content discovery in multiple formats (articles, videos, events). Finally, our customers are increasingly mobile; our community had to look good on smartphones and reflect Google’s Material Design standards.

 

The Advertiser Community's goals of education and supporting our customers at scale is done through three unique sections:

 

  1. "Product Categories", where users can ask questions or discuss any area of our supported products and have open conversations with Google Employees, Community Managers, our Top Contributors, and each other;
  2. "Learn" , where customers can read in-depth articles about various themes, features and products, and
  3. "Events", where users can find upcoming (and watch past) live events broadcasted via Google Hangouts on Air and embedded in the Community.

Google aims to provide a first class customer support experience regardless of channel, and the Advertiser Community aligns with our brand of delighting customers. Now, our Community allows us to do it at scale.

 

Our unique community design

 

Throughout the redesign process we ensured that Lithium's responsive design was in line with Google's Material Design standards (think mobile first). Additionally, we created various features that our users have been asking for. A few examples:

 

  1. Guide Me’s- The Guide Me buttons are a unique way of helping users decide what to do next, and to drive further engagement on the Community.
  2. Notifications- Our users are active social network users too, and as any social network users have developed a strong need to stay up-to-date with what's happening on the platforms they engage on. We're now keeping them updated real-time by providing in-platform notifications when someone engages with their content or shares something of interest to them
  3. Experts- For our Top Contributors and Rising Stars, we dedicated a page to showcase all the hard work they do. We also ensured users know when an Expert is engaging with them on the Community by labelling them with distinct badges, and calling out the experts involved in all threads clearly next to the conversation. Users can also look for conversations where an expert has participated in through unique icons on each board.
  4. My Favorites- Our users love what they see, and when they see what they love they need a way to easily find it again. We've made it very easy for our users to mark content they want to get back to by adding "My Favorites"

 

How we executed our community design

 

The Google Advertiser Community redesign took place over the course of 10 months, with hard work from many individuals; the Google team is a Global team with members in 6 Google offices globally who worked closely with Kate and Kaela, as well as the rest of the the Lithium team. This process went through the following stages:

 

  • User data analysis from previous user studies
  • Stakeholder interviews within the company and top contributors
  • Design workshop
  • 3 rounds of mocks and wireframes
  • Numerous feedback iterations
  • Internal marketing, policy, legal, trademark sign offs
  • User Acceptance Testing (UAT)
  • Implementation Days

 

 Our  design excellence results

 

  • Doubled the traffic (as we brought more products into our communities), 2x our pages viewed per person & doubled our mobile traffic for most communities.
  • Interesting fact: traffic took an initial hit because of the migration to a new URL (SEO), but we recovered as visitors were more engaged (more sessions per user)      

 

Homepage 

 

Before 

1.png

 

After

2.png

 

 Mobile

 

Before

3.png

 

After

4.png5.png

 

 Profile Page

 

Before

6.png

 

After

7.png


googlelogo_color_272x92dp.pngCompany: Google

Entry submitted by: Yuri Kleban (Program Manager)

Community: Google Advertiser Community

Lithy category:  Community Design of the Year 

 

Our mission is to organize the world's information and make it universally accessible and useful. Our team supports many products such as AdWords, Google My Business and Google Analytics that help fund our company's moonshots.

 

Our Community Goals

 

The Google Advertiser Community exists to support our customers at scale by providing a platform to have their questions answered and to give them an opportunity to learn more about our product/s. This is done in a friendly and Googley way by our Community Members, Community Managers, Moderators and wide network of Google Top Contributors.

We redesigned our community interface with three goals in mind. First, we had evolved from a product-focused community to a customer-focused community, and thus needed one place that provided a complete journey for an SMB, from getting their business online through GMB, then understanding their online performance through Google Analytics, to leveraging the marketing power of AdWords to increase the success of their businesses.

 

Second, through customer feedback we understood that there were issues with content findability and we needed a UI that supported easier content discovery in multiple formats (articles, videos, events). Finally, our customers are increasingly mobile; our community had to look good on smartphones and reflect Google’s Material Design standards.

 

The Advertiser Community's goals of education and supporting our customers at scale is done through three unique sections:

 

  1. "Product Categories", where users can ask questions or discuss any area of our supported products and have open conversations with Google Employees, Community Managers, our Top Contributors, and each other;
  2. "Learn" , where customers can read in-depth articles about various themes, features and products, and
  3. "Events", where users can find upcoming (and watch past) live events broadcasted via Google Hangouts on Air and embedded in the Community.

Google aims to provide a first class customer support experience regardless of channel, and the Advertiser Community aligns with our brand of delighting customers. Now, our Community allows us to do it at scale.

 

Our unique community design

 

Throughout the redesign process we ensured that Lithium's responsive design was in line with Google's Material Design standards (think mobile first). Additionally, we created various features that our users have been asking for. A few examples:

 

  1. Guide Me’s- The Guide Me buttons are a unique way of helping users decide what to do next, and to drive further engagement on the Community.
  2. Notifications- Our users are active social network users too, and as any social network users have developed a strong need to stay up-to-date with what's happening on the platforms they engage on. We're now keeping them updated real-time by providing in-platform notifications when someone engages with their content or shares something of interest to them
  3. Experts- For our Top Contributors and Rising Stars, we dedicated a page to showcase all the hard work they do. We also ensured users know when an Expert is engaging with them on the Community by labelling them with distinct badges, and calling out the experts involved in all threads clearly next to the conversation. Users can also look for conversations where an expert has participated in through unique icons on each board.
  4. My Favorites- Our users love what they see, and when they see what they love they need a way to easily find it again. We've made it very easy for our users to mark content they want to get back to by adding "My Favorites"

 

How we executed our community design

 

The Google Advertiser Community redesign took place over the course of 10 months, with hard work from many individuals; the Google team is a Global team with members in 6 Google offices globally who worked closely with Kate and Kaela, as well as the rest of the the Lithium team. This process went through the following stages:

 

  • User data analysis from previous user studies
  • Stakeholder interviews within the company and top contributors
  • Design workshop
  • 3 rounds of mocks and wireframes
  • Numerous feedback iterations
  • Internal marketing, policy, legal, trademark sign offs
  • User Acceptance Testing (UAT)
  • Implementation Days

 

 Our  design excellence results

 

  • Doubled the traffic (as we brought more products into our communities), 2x our pages viewed per person & doubled our mobile traffic for most communities.
  • Interesting fact: traffic took an initial hit because of the migration to a new URL (SEO), but we recovered as visitors were more engaged (more sessions per user)      

 

Homepage 

 

Before 

1.png

 

After

2.png

 

 Mobile

 

Before

3.png

 

After

4.png5.png

 

 Profile Page

 

Before

6.png

 

After

7.png

Status:
2013 Lithy Winner

Lithys 2013: CommSec - Best New Community

By DeniseJ

Company: CommSec

Entry submitted by: Ben Shute (benshute) Social Media Manager

Community: CommSec Community (commsec.com.au)

Lithy category: Best New Community, Best Community Technical Implementation, Best Community Design

________________________________________________

 

The CommSec Community is a unique proposition within the Australian online broking space. CommSec, as Australia’s largest online broker, has created a place for customers to connect with each other and discuss the share market, trading strategies, charting and other aspects of online trading. Regardless of how long they have been trading, or what their trading style is, this is a place where all customers can feel comfortable and learn from each other.

 

We launched in early February with a migrated client base from our previous chat room functionality. Over the last 6 weeks, they have populated with content - insights into sectors and stocks, charts on the price of gold, silver, oil and currencies, and offered up many ideas for enhancements to make the community a better place for all.

 

 

From a design and technical perspective, we have a number of custom enhancements to the platform which we believe are firsts in their field:

  1. We have the latest market indices and traded stocks constantly updating within the Community.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

2. We have integrated ASX stock codes within the posting functionality, which allows us to:

  • Generate sector and company specific views of the community
  • Pull in and display the latest price information as it relates to the particular stock

  • Display any company announcements that are made
  • Members can buy and sell stocks directly from within the Community, add a stock to their watch list, or get a more detailed quote

3.  We have also included a sentiment indicator as part of the post creation page, where members discussing a stock can tell us if they think it’s a buy, hold, sell, reduce or accumulate. This allows us to:

  • Measure market, sector and stock sentiment
  • Compare that sentiment to the most traded stock data from the ASX

While we are in our infancy, we are looking at a number of future enhancements that will take the aggregated data we are capturing and use it to foster the vision of our customers learning from each other.


Company: CommSec

Entry submitted by: Ben Shute (benshute) Social Media Manager

Community: CommSec Community (commsec.com.au)

Lithy category: Best New Community, Best Community Technical Implementation, Best Community Design

________________________________________________

 

The CommSec Community is a unique proposition within the Australian online broking space. CommSec, as Australia’s largest online broker, has created a place for customers to connect with each other and discuss the share market, trading strategies, charting and other aspects of online trading. Regardless of how long they have been trading, or what their trading style is, this is a place where all customers can feel comfortable and learn from each other.

 

We launched in early February with a migrated client base from our previous chat room functionality. Over the last 6 weeks, they have populated with content - insights into sectors and stocks, charts on the price of gold, silver, oil and currencies, and offered up many ideas for enhancements to make the community a better place for all.

 

 

From a design and technical perspective, we have a number of custom enhancements to the platform which we believe are firsts in their field:

  1. We have the latest market indices and traded stocks constantly updating within the Community.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

2. We have integrated ASX stock codes within the posting functionality, which allows us to:

  • Generate sector and company specific views of the community
  • Pull in and display the latest price information as it relates to the particular stock

  • Display any company announcements that are made
  • Members can buy and sell stocks directly from within the Community, add a stock to their watch list, or get a more detailed quote

3.  We have also included a sentiment indicator as part of the post creation page, where members discussing a stock can tell us if they think it’s a buy, hold, sell, reduce or accumulate. This allows us to:

  • Measure market, sector and stock sentiment
  • Compare that sentiment to the most traded stock data from the ASX

While we are in our infancy, we are looking at a number of future enhancements that will take the aggregated data we are capturing and use it to foster the vision of our customers learning from each other.

Status:
2013 Lithy Submission

Lithys 2013: Joe Mobile - Best Community Design

By DeniseJ

Lithys 2013: Joe Mobile - Best Community Design

Status: 2013 Lithy Submission
by Lithium Technologies DeniseJ ‎03-06-2013 03:05 PM - edited ‎03-07-2013 06:58 AM

Company: Joe Mobile

Entry submitted by: Laurent Partouche (lpartouche) Community Manager

Community: Joe Community (communaute.joemobile.fr)

Lithy category: Best Community Design

___________________________________________________________________

 

Joe is a new kind of Mobile operator. Real-time, full control over your budget, Joe allows you to finally take control of your phone plan thanks to a web app called the cockpit that is accessible on any smartphone.

 

The community is at the heart of Joe Mobile's website because it is very much the key to its success and its low-cost business model.

 

It was clear from the beginning that Joe's community should take center stage in our otherwise very lean website. Hence on Joe's homepage the community link sits in the header's navigation bar, a search field module appears in the middle just above the latest conversations module, and the blog finally rests on the lower right side, just above the fold.

 

The customer is welcomed via its pseudo and a ticker that notifies him of any unread messages.

 

You just can't miss that Joe is serious about being a community-based service. But that's not enough. Joe's business model lies on the fact that the community should be in charge of the first-level consumer support. We don't have any call centers, just a limited number of agents that use a form-based tool to deal with the most complicated requests.

 

For this to work, you need to organize the community space so that the customer, who often comes here for the first time, knows instantly what he is supposed to do to find the answer he is looking for.

We have worked hard on the design to ensure that a newbie would find his way. This is how it's done :

 

First, a mega huge search bar

People are very used to searching the google way, it's just the same with Joe. Chances are your question has already been asked…and answered already so Search should be your first stop.

 

A  horizontal community nav bar

This design moves away from the commonly accepted best practices for new communities. However, knowing that it could be risky, we decided to go along with this horizontal design that clearly separate the section for prospective customers, who mostly have questions about our services and how to join, from the section for current customers who need help when activating their number or a more technical issue related to phone or the network.

 

A cozy place to chat

Joe's community is about support, about people helping each other out. But rather than using the Q&A style module that could have been well suited for this purpose, we went along with a regular board design. This choice allows for longer discussions between members sometimes long after the correct answer has been given and validated since we never close subjects. We also dedicated a space, the Café Joe, for pure off-topic discussions and where new users can introduce themselves to the community.

 

This design is a success!

With 30,000 searches per month and 17,000 posts for 1400 new topics, the community is thriving.

 

All section are very well balanced and we mad sure that "approved solutions" would be very visible both in the live search bar and the posts to be as precise as possible for anyone having a question about Joe.

 

 

 

 

 

 

 

 

 

 

 

 

 

We just added The Facebook integration for the community again using the Facebook studio tools provided by lithium. This allows to open the community to a broader audience whilst retaining the same design principles that have worked for us so far.

 

Good design is key to a successful website. It is even more important when you service depends on the efficiency of the community. Forums can be messy and overloaded, a well-thought design is critical to give customers both a feeling of liveliness that brings a more emotional touch to your operation but also a efficient tool to very rapidly answer any question.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


Company: Joe Mobile

Entry submitted by: Laurent Partouche (lpartouche) Community Manager

Community: Joe Community (communaute.joemobile.fr)

Lithy category: Best Community Design

___________________________________________________________________

 

Joe is a new kind of Mobile operator. Real-time, full control over your budget, Joe allows you to finally take control of your phone plan thanks to a web app called the cockpit that is accessible on any smartphone.

 

The community is at the heart of Joe Mobile's website because it is very much the key to its success and its low-cost business model.

 

It was clear from the beginning that Joe's community should take center stage in our otherwise very lean website. Hence on Joe's homepage the community link sits in the header's navigation bar, a search field module appears in the middle just above the latest conversations module, and the blog finally rests on the lower right side, just above the fold.

 

The customer is welcomed via its pseudo and a ticker that notifies him of any unread messages.

 

You just can't miss that Joe is serious about being a community-based service. But that's not enough. Joe's business model lies on the fact that the community should be in charge of the first-level consumer support. We don't have any call centers, just a limited number of agents that use a form-based tool to deal with the most complicated requests.

 

For this to work, you need to organize the community space so that the customer, who often comes here for the first time, knows instantly what he is supposed to do to find the answer he is looking for.

We have worked hard on the design to ensure that a newbie would find his way. This is how it's done :

 

First, a mega huge search bar

People are very used to searching the google way, it's just the same with Joe. Chances are your question has already been asked…and answered already so Search should be your first stop.

 

A  horizontal community nav bar

This design moves away from the commonly accepted best practices for new communities. However, knowing that it could be risky, we decided to go along with this horizontal design that clearly separate the section for prospective customers, who mostly have questions about our services and how to join, from the section for current customers who need help when activating their number or a more technical issue related to phone or the network.

 

A cozy place to chat

Joe's community is about support, about people helping each other out. But rather than using the Q&A style module that could have been well suited for this purpose, we went along with a regular board design. This choice allows for longer discussions between members sometimes long after the correct answer has been given and validated since we never close subjects. We also dedicated a space, the Café Joe, for pure off-topic discussions and where new users can introduce themselves to the community.

 

This design is a success!

With 30,000 searches per month and 17,000 posts for 1400 new topics, the community is thriving.

 

All section are very well balanced and we mad sure that "approved solutions" would be very visible both in the live search bar and the posts to be as precise as possible for anyone having a question about Joe.

 

 

 

 

 

 

 

 

 

 

 

 

 

We just added The Facebook integration for the community again using the Facebook studio tools provided by lithium. This allows to open the community to a broader audience whilst retaining the same design principles that have worked for us so far.

 

Good design is key to a successful website. It is even more important when you service depends on the efficiency of the community. Forums can be messy and overloaded, a well-thought design is critical to give customers both a feeling of liveliness that brings a more emotional touch to your operation but also a efficient tool to very rapidly answer any question.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Status:
2014 Lithy Submission

Lithys 2014: Advent Software - Best Community Desi...

By JaniceK

Lithys 2014: Advent Software - Best Community Design

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-16-2014 03:01 PM - last edited on ‎04-28-2014 08:52 AM by Community Administrator Community Administrator

Company: Advent Software 

Entry submitted by: Al Castillo (AlSolutions Manager, Advent Direct Community

Community: Advent Direct® Community (https://community.advent.com)

Lithy category: Best Community Design

 

 

Advent Software has a 30 year history of technology leadership in the investment management industry. Our client base spans over 4,400 firms, from established global institutions to small start-up practices, in nearly 60 countries. We view our clients as collaborators, and are constantly seeking to improve our solutions to break down boundaries between systems, people, and information.

 

Technology as an industry, whether consumer-facing or in the enterprise, is becoming increasingly personalized for the individual user, and as a technology company, Advent strives to be at the forefront of that trend. In November 2013, Advent Software unveiled Advent Direct® Community, a new, interactive way for Advent clients and partners – from disparate parts of the investment management industry – to connect, share information, and learn best practices. In what is so frequently an adversarial and information-hoarding environment, Advent Direct Community provides a unique opportunity for financial industry practitioners and firms to engage with each other and with Advent in an open, personalized, collaborative, and transparent forum.

 

With Advent Direct Community, we set out to design a website that mirrored our goals of building a personal, transparent community while also providing a simple and familiar experience that would be true to the overall Advent brand. The community design thus is consistent with the look and feel of other Advent properties – simple but bold, sophisticated colors and graphics that reflect our business and client base. From the beginning, we included members of our Marketing and Product teams to ensure that everything from menu navigation and other user interactions to font and color was on par with the high standard we set for other Advent applications.

 

From the very first click on the landing page, the user experience is all about personalization and ease of use. Instead of sifting through cluttered information that may or may not be relevant, new users answer a few brief questions at the onset and are then presented with customized content personal to their particular interests, minimizing the number of clicks to get to that relevant, recent content.

 

ADVENT DIRECT® COMMUNITY PERSONAL LANDING PAGE

 

 

For example, when a user decides to “follow” a product on Advent Direct Community, they are auto-subscribed to the Lithium discussion board for that product, their menu is customized to include a direct link to the discussion board, and a product tile is added to their home page. The tile uses a “counter” approach to highlight contributions from the last seven days on the Lithium platform – Discussions, Answers, and Ideas – and it also provides a count for new and recently updated knowledge base articles. With a single click on any product tile line item, the user can see a list of the three most recent items and by clicking an item link they can view the conversation.  Alternatively, they can start a new discussion or view all discussions. Three distinct actions, one click.

ADVENT DIRECT® COMMUNITY DISCUSSION BOARD

 

 

The Lithium platform has proven immensely valuable in serving as a conduit between Advent and our clients. Through the discussion area and “Idea Exchange” areas of the site, it has enabled us to deliver on our promise of transparent communication and acting on client feedback. We are particularly excited about the “Idea Exchange”, a relatively new feature of Advent Direct Community, where users can suggest, share, and vote on new ideas for Advent products. This has generated a number of constructive ideas that we are incorporating into new releases for our products. The Idea Exchange is, in effect, co-creation between Advent and our clients in action.  In addition, the Lithium platform enables users to give peers a visual “kudos” for post contributions, something which users have particularly glommed onto and helps build a network between Advent product users. Posts that are the most active or receive the most kudos are the most prominently displayed.

 

ADVENT DIRECT® COMMUNITY IDEA EXCHANGE

 

 

 

“I love how Advent has gamified Advent Direct Community. I really thrive off getting kudos from other users and rising to the top of the leadership board. I’ve also enjoyed the clean design, which allows me to navigate the site very easily. There aren’t a lot of things that distract me from finding what I need.” – Shawn Larrabee, Senior Control Analyst at JD Clark & Company, A Division of UMB Fund Services

 

“The design isn’t simple, but it makes things simple. I can see all the information I want to see right when I login and decide if I want to go further or go back to it later. It’s far from basic, but the design of the site makes it easy and basic for me to easily navigate to all the information that’s relevant to me with a scroll of the mouse.” – Tom Harmke, Vice President, Chief Technology Officer, Reaves Asset Management

 

ADVENT DIRECT® COMMUNITY BOARD ANNOUNCEMENTS

 

 

We attribute the professional, vibrant, and friendly design of the site to the remarkable success Advent Direct Community has seen almost immediately after launching. Within just three months Advent Direct Community surpassed Advent’s previous client portal in registration numbers, with 8,500 registered users. Ninety percent of registered users visit monthly and about 1/3 visit on a weekly basis. The number of unique visitors to our core products boards is consistently strong and growing – double-digit growth for our Axys, APX and Moxy products.  And users aren’t just visiting more often; they’re starting more conversations, getting more replies, and the number of answers being generated by the community is increasing.

 

“The enhancements to Advent Direct Community make me feel like Advent is interested in my success and my development personally because they are creating ways and avenues for me to quickly become a subject expert in my field. I didn’t really have a great connection with other Advent product users before and now I am easily able to find users who are in the same position as I am. I can reach out to these users and get the information that I need while at the same time create a strong network of professionals that allows me to excel at my job.” – Shawn Larrabee, Senior Control Analyst at JD Clark & Company, A Division of UMB Fund Services

 

ADVENT DIRECT® COMMUNITY DISCUSSION BOARD

 

 

 


Company: Advent Software 

Entry submitted by: Al Castillo (AlSolutions Manager, Advent Direct Community

Community: Advent Direct® Community (https://community.advent.com)

Lithy category: Best Community Design

 

 

Advent Software has a 30 year history of technology leadership in the investment management industry. Our client base spans over 4,400 firms, from established global institutions to small start-up practices, in nearly 60 countries. We view our clients as collaborators, and are constantly seeking to improve our solutions to break down boundaries between systems, people, and information.

 

Technology as an industry, whether consumer-facing or in the enterprise, is becoming increasingly personalized for the individual user, and as a technology company, Advent strives to be at the forefront of that trend. In November 2013, Advent Software unveiled Advent Direct® Community, a new, interactive way for Advent clients and partners – from disparate parts of the investment management industry – to connect, share information, and learn best practices. In what is so frequently an adversarial and information-hoarding environment, Advent Direct Community provides a unique opportunity for financial industry practitioners and firms to engage with each other and with Advent in an open, personalized, collaborative, and transparent forum.

 

With Advent Direct Community, we set out to design a website that mirrored our goals of building a personal, transparent community while also providing a simple and familiar experience that would be true to the overall Advent brand. The community design thus is consistent with the look and feel of other Advent properties – simple but bold, sophisticated colors and graphics that reflect our business and client base. From the beginning, we included members of our Marketing and Product teams to ensure that everything from menu navigation and other user interactions to font and color was on par with the high standard we set for other Advent applications.

 

From the very first click on the landing page, the user experience is all about personalization and ease of use. Instead of sifting through cluttered information that may or may not be relevant, new users answer a few brief questions at the onset and are then presented with customized content personal to their particular interests, minimizing the number of clicks to get to that relevant, recent content.

 

ADVENT DIRECT® COMMUNITY PERSONAL LANDING PAGE

 

 

For example, when a user decides to “follow” a product on Advent Direct Community, they are auto-subscribed to the Lithium discussion board for that product, their menu is customized to include a direct link to the discussion board, and a product tile is added to their home page. The tile uses a “counter” approach to highlight contributions from the last seven days on the Lithium platform – Discussions, Answers, and Ideas – and it also provides a count for new and recently updated knowledge base articles. With a single click on any product tile line item, the user can see a list of the three most recent items and by clicking an item link they can view the conversation.  Alternatively, they can start a new discussion or view all discussions. Three distinct actions, one click.

ADVENT DIRECT® COMMUNITY DISCUSSION BOARD

 

 

The Lithium platform has proven immensely valuable in serving as a conduit between Advent and our clients. Through the discussion area and “Idea Exchange” areas of the site, it has enabled us to deliver on our promise of transparent communication and acting on client feedback. We are particularly excited about the “Idea Exchange”, a relatively new feature of Advent Direct Community, where users can suggest, share, and vote on new ideas for Advent products. This has generated a number of constructive ideas that we are incorporating into new releases for our products. The Idea Exchange is, in effect, co-creation between Advent and our clients in action.  In addition, the Lithium platform enables users to give peers a visual “kudos” for post contributions, something which users have particularly glommed onto and helps build a network between Advent product users. Posts that are the most active or receive the most kudos are the most prominently displayed.

 

ADVENT DIRECT® COMMUNITY IDEA EXCHANGE

 

 

 

“I love how Advent has gamified Advent Direct Community. I really thrive off getting kudos from other users and rising to the top of the leadership board. I’ve also enjoyed the clean design, which allows me to navigate the site very easily. There aren’t a lot of things that distract me from finding what I need.” – Shawn Larrabee, Senior Control Analyst at JD Clark & Company, A Division of UMB Fund Services

 

“The design isn’t simple, but it makes things simple. I can see all the information I want to see right when I login and decide if I want to go further or go back to it later. It’s far from basic, but the design of the site makes it easy and basic for me to easily navigate to all the information that’s relevant to me with a scroll of the mouse.” – Tom Harmke, Vice President, Chief Technology Officer, Reaves Asset Management

 

ADVENT DIRECT® COMMUNITY BOARD ANNOUNCEMENTS

 

 

We attribute the professional, vibrant, and friendly design of the site to the remarkable success Advent Direct Community has seen almost immediately after launching. Within just three months Advent Direct Community surpassed Advent’s previous client portal in registration numbers, with 8,500 registered users. Ninety percent of registered users visit monthly and about 1/3 visit on a weekly basis. The number of unique visitors to our core products boards is consistently strong and growing – double-digit growth for our Axys, APX and Moxy products.  And users aren’t just visiting more often; they’re starting more conversations, getting more replies, and the number of answers being generated by the community is increasing.

 

“The enhancements to Advent Direct Community make me feel like Advent is interested in my success and my development personally because they are creating ways and avenues for me to quickly become a subject expert in my field. I didn’t really have a great connection with other Advent product users before and now I am easily able to find users who are in the same position as I am. I can reach out to these users and get the information that I need while at the same time create a strong network of professionals that allows me to excel at my job.” – Shawn Larrabee, Senior Control Analyst at JD Clark & Company, A Division of UMB Fund Services

 

ADVENT DIRECT® COMMUNITY DISCUSSION BOARD

 

 

 

Status:
2013 Lithy Submission

Lithys 2013: Elisa - Best Community Design

By DeniseJ

Company: Elisa

Entry submitted by: Noora Halme (Noora) Community Manager

Community: Elisa Palsta (palsta.elisa.fi)

Community: Saunalahti Palsta (palsta.saunalahti.fi)

Lithy category: Best Community Design

___________________________________________________________________

 

Saunalahti and Elisa had separate discussion/help forums for several years, original launches dating back to 2005 and 2009. That makes a total of ten years of conversations and community bonding! When we decided to bring our community to the next level and moved the old forums over to the Lithium platform, we had few things to consider design-wise:

 

  • We wanted to keep our community clear and simple, easy to navigate, visually new but similar to what our users were used to. With a decade of history with little or none design changes, we couldn’t risk losing our members due to a radical change from classic and simple design to something very cutting edge. Our current Scandinavian design reflects the minimal taste of our Finnish users.
  • The whole web presence of Elisa and Saunalahti is being renewed during 2013, and we wanted to be the first ones to take the changes into account. Elisa is a pioneer of support communities among Finnish telecom companies, and as a community, we wanted to be pioneers also internally.
  • We were excited about the great new features that could guide our users to the most relevant and helpful content. We wanted to present kudos, solutions, subscriptions and bookmarks on our forum pages in a way that would make it possible for all of our users to find relevant content easily. Our goal is to be easy to approach and intuitive.
  • Two brands, one community. We have one community, but two separate brands. Elisa provides IPTV-services, e-books and home security systems and Saunalahti focuses on mobile and broadband services and our customers are interested in different things depending on their products and services. We want to be there to help and to listen on both brands, forum pages have to be similar, but still provide relevant content for all types of customers. This was no easy task, but we managed to do it!

 

Our main focus is to provide a safe and friendly environment to our customers to ask questions about our products and services - we're essentially a support forum, a challenger to traditional customer support via telephone and e-mail. The community is a natural part of our customer care for us and - more importantly - to our customers.

 

We have had loads of good feedback from our clear colors, simple navigation, simplicity and the visual similarity of our two forums that form one community. The usability of our forums has been much praised: even though the radical decrease of different boards, from 30 to 11 on Saunalahti and 23 to nine on Elisa, was frowned upon at first, our members soon begun to appreciate the simplicity. Bringing the kudoed posts and solutions to the forum pages has also been a much-appreciated feature. We have had an amazing growth on our community members, and what is most important, the amount of visits and the average time spent online!

 

Our much praised avatar collection is one of my favorite parts as well. We use clear coloring to separate our staff and even super users from other community members, we see this as an important factor that helps our new users to find the most trustworthy content. After all we have a whopping community of 50 000 members! Our basic set of avatars consists of 20 characters including these ladies and gentlemen:

 

 

 

 

 

 

 

 

 

 

 

 

 

We added a bunch of new at the end of 2012, including few moustached-up versions for movember (they were a hit!):

 

 

 

 

 

 

 

 

 

 

 

 

 

And don't tell anyone, but we still have few more in store:

 

Maybe we'll add few special ones for nose day and pink ribbon?

 

We have a long lasting tradition of choosing a member of the year, they are rewarded with a crowned version of the avatars and our superusers have their own avatar collection with a small starred banner:

 

 

 

 

 

 

 

 

 

 

 

 

 

Finally, here are our staff members. Orange is for admin (that would be me), green for moderators and blue for other staff. Our moderators also requested a special avatar for movember and we have a grey one for the moderators, who have already moved on:

 

 

 

 

 

 

 

Now that the first year of the new community has passed, we want to keep on rolling! Some of our users are very active on other communities around the web and they're constantly driving us towards better usability. Our plans for 2013 include, but are surely not limited to:

  • Ideas exchange! We’re implementing Ideas in few weeks. Our users have been wishing for “Ideas-smithy” (that would be Ideapaja in Finnish) for a long time and now we’re ready for it! The design will be even more simple than the one on our forum pages’ and we’re ready to listen the voice of our users on what they want to see and how they want to use the “smithy”.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  • Banner rotation! New banner pictures for spring, 1st of may, autumn and perhaps also gay pride? User designed banners? Sky's the limit! Speech bubble -logo and branding aren't going anywhere, but now that we have a good grounding, we can let loose a bit.
  • Product-specific designs, new backgrounds for new product launches.
  • Even better visual integration to product pages of Elisa and Saunalahti. We'll be incorporating a new navigation bar (currently marked with a grey bar on top of the community pages) that will allow our customers to easily navigate between our product pages, help pages, forums and self services.


Company: Elisa

Entry submitted by: Noora Halme (Noora) Community Manager

Community: Elisa Palsta (palsta.elisa.fi)

Community: Saunalahti Palsta (palsta.saunalahti.fi)

Lithy category: Best Community Design

___________________________________________________________________

 

Saunalahti and Elisa had separate discussion/help forums for several years, original launches dating back to 2005 and 2009. That makes a total of ten years of conversations and community bonding! When we decided to bring our community to the next level and moved the old forums over to the Lithium platform, we had few things to consider design-wise:

 

  • We wanted to keep our community clear and simple, easy to navigate, visually new but similar to what our users were used to. With a decade of history with little or none design changes, we couldn’t risk losing our members due to a radical change from classic and simple design to something very cutting edge. Our current Scandinavian design reflects the minimal taste of our Finnish users.
  • The whole web presence of Elisa and Saunalahti is being renewed during 2013, and we wanted to be the first ones to take the changes into account. Elisa is a pioneer of support communities among Finnish telecom companies, and as a community, we wanted to be pioneers also internally.
  • We were excited about the great new features that could guide our users to the most relevant and helpful content. We wanted to present kudos, solutions, subscriptions and bookmarks on our forum pages in a way that would make it possible for all of our users to find relevant content easily. Our goal is to be easy to approach and intuitive.
  • Two brands, one community. We have one community, but two separate brands. Elisa provides IPTV-services, e-books and home security systems and Saunalahti focuses on mobile and broadband services and our customers are interested in different things depending on their products and services. We want to be there to help and to listen on both brands, forum pages have to be similar, but still provide relevant content for all types of customers. This was no easy task, but we managed to do it!

 

Our main focus is to provide a safe and friendly environment to our customers to ask questions about our products and services - we're essentially a support forum, a challenger to traditional customer support via telephone and e-mail. The community is a natural part of our customer care for us and - more importantly - to our customers.

 

We have had loads of good feedback from our clear colors, simple navigation, simplicity and the visual similarity of our two forums that form one community. The usability of our forums has been much praised: even though the radical decrease of different boards, from 30 to 11 on Saunalahti and 23 to nine on Elisa, was frowned upon at first, our members soon begun to appreciate the simplicity. Bringing the kudoed posts and solutions to the forum pages has also been a much-appreciated feature. We have had an amazing growth on our community members, and what is most important, the amount of visits and the average time spent online!

 

Our much praised avatar collection is one of my favorite parts as well. We use clear coloring to separate our staff and even super users from other community members, we see this as an important factor that helps our new users to find the most trustworthy content. After all we have a whopping community of 50 000 members! Our basic set of avatars consists of 20 characters including these ladies and gentlemen:

 

 

 

 

 

 

 

 

 

 

 

 

 

We added a bunch of new at the end of 2012, including few moustached-up versions for movember (they were a hit!):

 

 

 

 

 

 

 

 

 

 

 

 

 

And don't tell anyone, but we still have few more in store:

 

Maybe we'll add few special ones for nose day and pink ribbon?

 

We have a long lasting tradition of choosing a member of the year, they are rewarded with a crowned version of the avatars and our superusers have their own avatar collection with a small starred banner:

 

 

 

 

 

 

 

 

 

 

 

 

 

Finally, here are our staff members. Orange is for admin (that would be me), green for moderators and blue for other staff. Our moderators also requested a special avatar for movember and we have a grey one for the moderators, who have already moved on:

 

 

 

 

 

 

 

Now that the first year of the new community has passed, we want to keep on rolling! Some of our users are very active on other communities around the web and they're constantly driving us towards better usability. Our plans for 2013 include, but are surely not limited to:

  • Ideas exchange! We’re implementing Ideas in few weeks. Our users have been wishing for “Ideas-smithy” (that would be Ideapaja in Finnish) for a long time and now we’re ready for it! The design will be even more simple than the one on our forum pages’ and we’re ready to listen the voice of our users on what they want to see and how they want to use the “smithy”.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  • Banner rotation! New banner pictures for spring, 1st of may, autumn and perhaps also gay pride? User designed banners? Sky's the limit! Speech bubble -logo and branding aren't going anywhere, but now that we have a good grounding, we can let loose a bit.
  • Product-specific designs, new backgrounds for new product launches.
  • Even better visual integration to product pages of Elisa and Saunalahti. We'll be incorporating a new navigation bar (currently marked with a grey bar on top of the community pages) that will allow our customers to easily navigate between our product pages, help pages, forums and self services.

Status:
2014 Lithy Submission

Lithys 2014: Barclaycard US - Best Community Desig...

By JaniceK

Lithys 2014: Barclaycard US - Best Community Design

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-08-2014 12:38 PM - last edited on ‎04-28-2014 08:55 AM by Community Administrator Community Administrator

Company: Barclaycard US 

Entry submitted by: Jennifer Hitchens (jenhCommunity Manager/Social Media Manager

Community: Barclaycard Travel Community (www.BarclaycardTravel.com)

Lithy category: Best Community Design

 

Why BarclaycardTravel.com Should Win The Lithy Award for Best Community Design

 

The Barclaycard Travel Community is a one-of-a-kind design with an emphasis on travel photos that creates an aesthetically beautiful website. Community Members are encouraged to explore the site for travel inspiration and share their travel experiences to earn miles that can be redeemed for travel rewards or e-certificates.

 

A few key areas that differentiate the Barclaycard Travel Community design:

 

  • Real time home page updates display Community Members posted Travel Stories. Community Members enjoy an immediate gratification of seeing their Travel Story and photos directly on the Home Page.
  • Rotating photo slide area of home page highlights the visual nature of the design and enables the Community Manager to highlight Blog and User Generated Travel Story content.
  • Design includes an easy-to-post Travel Story process that includes a drag and drop options for uploading multiple photos seamlessly.
  • Customized Blog Content area highlights the visual assets of each blog post as well as the Expert Travel blogger profiles.
  • Enhanced Discussion area includes a real time Twitter feed.
  • Revolutionary capability for both Barclaycard Arrival™ cardmembers and non-cardmembers the ability to earn miles for sharing their travel stories redeemable for travel rewards or Amazon e-certificates.

Between the beautiful elegance of the design and the differentiating elements above, we believe Barclaycard Travel Community provides a step-change vision for the way digital communities will be designed in the future.

 

Barclaycard Travel – Home Page

 

Home Page features a rotating image area with emphasis on visually engaging photo content

 

 

Cascading Travel Story tiles feature Community Member generated travel stories that emphasize the visual allure of exploring travel adventures.

 

 

Barclaycard Travel – Home Page

 

Home Page also contains an interactive map that encourages visitors to explore Travel Stories via location.

 

 

Barclaycard Travel  - Home Page & Search

 

 

 

Barclaycard Travel  - Easy Travel Storytelling

 

 

Barclaycard Travel  - Designed Blog Content

 

 

Blog format provides a highly stylized design that focuses on photos and expert travel blogger bios for easy consumption.

 

 

Each blog contains photos, kudos and comment capability as well as the ability to share out easily to social networks.

 

 

Barclaycard Travel  - Customized Discussion

 

 

 

 

Barclaycard Travel  - Unique User Profile

 

 

Barclaycard Travel  - Email Designs

 

Community members also receive Daily Alert emails when they have earned miles in the community. This follow-up email communication has increased engagement.

 

 

A monthly Travel Community Newsletter helps to drive increased registrations and provides an update on trending topics and blogs within the community. User generated content is also prominently featured.

 

 

 

 


Company: Barclaycard US 

Entry submitted by: Jennifer Hitchens (jenhCommunity Manager/Social Media Manager

Community: Barclaycard Travel Community (www.BarclaycardTravel.com)

Lithy category: Best Community Design

 

Why BarclaycardTravel.com Should Win The Lithy Award for Best Community Design

 

The Barclaycard Travel Community is a one-of-a-kind design with an emphasis on travel photos that creates an aesthetically beautiful website. Community Members are encouraged to explore the site for travel inspiration and share their travel experiences to earn miles that can be redeemed for travel rewards or e-certificates.

 

A few key areas that differentiate the Barclaycard Travel Community design:

 

  • Real time home page updates display Community Members posted Travel Stories. Community Members enjoy an immediate gratification of seeing their Travel Story and photos directly on the Home Page.
  • Rotating photo slide area of home page highlights the visual nature of the design and enables the Community Manager to highlight Blog and User Generated Travel Story content.
  • Design includes an easy-to-post Travel Story process that includes a drag and drop options for uploading multiple photos seamlessly.
  • Customized Blog Content area highlights the visual assets of each blog post as well as the Expert Travel blogger profiles.
  • Enhanced Discussion area includes a real time Twitter feed.
  • Revolutionary capability for both Barclaycard Arrival™ cardmembers and non-cardmembers the ability to earn miles for sharing their travel stories redeemable for travel rewards or Amazon e-certificates.

Between the beautiful elegance of the design and the differentiating elements above, we believe Barclaycard Travel Community provides a step-change vision for the way digital communities will be designed in the future.

 

Barclaycard Travel – Home Page

 

Home Page features a rotating image area with emphasis on visually engaging photo content

 

 

Cascading Travel Story tiles feature Community Member generated travel stories that emphasize the visual allure of exploring travel adventures.

 

 

Barclaycard Travel – Home Page

 

Home Page also contains an interactive map that encourages visitors to explore Travel Stories via location.

 

 

Barclaycard Travel  - Home Page & Search

 

 

 

Barclaycard Travel  - Easy Travel Storytelling

 

 

Barclaycard Travel  - Designed Blog Content

 

 

Blog format provides a highly stylized design that focuses on photos and expert travel blogger bios for easy consumption.

 

 

Each blog contains photos, kudos and comment capability as well as the ability to share out easily to social networks.

 

 

Barclaycard Travel  - Customized Discussion

 

 

 

 

Barclaycard Travel  - Unique User Profile

 

 

Barclaycard Travel  - Email Designs

 

Community members also receive Daily Alert emails when they have earned miles in the community. This follow-up email communication has increased engagement.

 

 

A monthly Travel Community Newsletter helps to drive increased registrations and provides an update on trending topics and blogs within the community. User generated content is also prominently featured.

 

 

 

 

Status:
2013 Lithy Submission

Lithys 2013: Telstra - Best Community Design

By DeniseJ

Company: Telstra Corp

Entry submitted by: Yannick Pierre (Yannick_P) Digital Community Manager

Community: CrowdSupport (crowdsupport.telstra.au)

Lithy category: Best Community Design

________________________________________________

 

We have almost completed the process of redesigning our digital properties look and feel. This is a huge undertaking by the business and given the importance we place on our communities’ engagement, it was only right that we chose CrowdSupport to launch the new global header. By doing so we enabled our customers to easily navigate across the platform and main website resulting in an improved overall experience.

 

 

 

But this is only the first step, over time we will then align all of the community pages to the new Telstra online style guide so that customers have a consistent brand feel across the entire platform and with our other physical assets.

 

 

While we’ve begun work to align the brand design on the community, we’ve also introduced new homepage customization which includes features such as:

  • Customized categories and sub category pages
  • User options (turn on/off elements on homepage)
  • Custom banners area
  • Activity feeds
  • Feature videos

 

These options allow customers/members to find answers quickly while connect our regular contributors to trending community questions. We recognised the need to make it easier for our customers to search through CrowdSupport answers so our simplified tab structure allows users to either find a solution quickly or view community in a default Lithium layout offering users the choice on how they want to contribute.

 

 

We also redesigned the search interface & results layout so that an accepted solution will float to top of page so our community members receive appropriate results without much effort. Telstra has a large customer base in both consumer and business markets, so we wanted to make sure that CrowdSupport would address both segment needs. This was important because our products and services differ significantly between the two groups. To address this we developed dual community layouts & dual Lithium blogs with content developed based on the needs of each group. This has resulted in significantly increased engagement particularly across the business segment. Using the Lithium REST API we have reviewed and reworked all of the high usage areas of the community so that optimum performance is delivered from these pages to our community. In addition we will also be implementing a full redesign of CrowdSupport for mobile & tablet so that layout is aligned to the desktop experience providing consistency, regardless of device.

 

 


Company: Telstra Corp

Entry submitted by: Yannick Pierre (Yannick_P) Digital Community Manager

Community: CrowdSupport (crowdsupport.telstra.au)

Lithy category: Best Community Design

________________________________________________

 

We have almost completed the process of redesigning our digital properties look and feel. This is a huge undertaking by the business and given the importance we place on our communities’ engagement, it was only right that we chose CrowdSupport to launch the new global header. By doing so we enabled our customers to easily navigate across the platform and main website resulting in an improved overall experience.

 

 

 

But this is only the first step, over time we will then align all of the community pages to the new Telstra online style guide so that customers have a consistent brand feel across the entire platform and with our other physical assets.

 

 

While we’ve begun work to align the brand design on the community, we’ve also introduced new homepage customization which includes features such as:

  • Customized categories and sub category pages
  • User options (turn on/off elements on homepage)
  • Custom banners area
  • Activity feeds
  • Feature videos

 

These options allow customers/members to find answers quickly while connect our regular contributors to trending community questions. We recognised the need to make it easier for our customers to search through CrowdSupport answers so our simplified tab structure allows users to either find a solution quickly or view community in a default Lithium layout offering users the choice on how they want to contribute.

 

 

We also redesigned the search interface & results layout so that an accepted solution will float to top of page so our community members receive appropriate results without much effort. Telstra has a large customer base in both consumer and business markets, so we wanted to make sure that CrowdSupport would address both segment needs. This was important because our products and services differ significantly between the two groups. To address this we developed dual community layouts & dual Lithium blogs with content developed based on the needs of each group. This has resulted in significantly increased engagement particularly across the business segment. Using the Lithium REST API we have reviewed and reworked all of the high usage areas of the community so that optimum performance is delivered from these pages to our community. In addition we will also be implementing a full redesign of CrowdSupport for mobile & tablet so that layout is aligned to the desktop experience providing consistency, regardless of device.

 

 

Status:
2014 Lithy Submission

Lithys 2014: Fox Sports Australia - Best Community...

By JaniceK

Lithys 2014: Fox Sports Australia - Best Community Design

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2014 10:33 AM - last edited on ‎04-28-2014 08:58 AM by Moderator Moderator

Company: Fox Sports Australia 

Entry submitted by: Shae Marlow (ShaeM) Community Manager

Community: The Crowd (http://thecrowd.foxsports.com.au)

Lithy category: Best Community Design

 

 

FOX SPORTS is Australia’s leading producer of sports television coverage and is home to Australia's favourite subscription TV sports channels, as well as Australia's number one general sports website – foxsports.com.au.

 

FOX SPORTS’ mission is to take fans closer to their favourite sports than ever before. We feed the passion of fans and give them access to sports, players and insights like they’ve never had - offering them an entertainment experience like no other, every day of the week.

 

Sport is incredibly tribal and controversial topics arise every day that people want to talk about. Our vision was to offer the more passionate sports fans a seat at the table to discuss the hottest topics with the best sports talent in the country.

 

The Crowd is a new FOX SPORTS community forum which offers fans and readers a place to offer their comments, thoughts and opinions on what is happening in sport at any time – the ultimate home of sports conversation in Australia.

 

The Crowd key outcomes:

-       Own share of voice of sports conversation in Australia

-       Build fan engagement by providing a platform for fans to interact with the best sports talent and key influencers in Australia

-       Monetise through third party advertising

 

FOX SPORTS Australia is the leader in delivering sports entertainment and so in order to bring a new and innovative digital product to life in a competitive market, it was important to align with Lithium.

 

Lithium provided a market-leading platform for FOX SPORTS to launch The Crowd with immediate community vibrancy and the most innovative user experience – a forum at the forefront of sports communities in Australia. The Crowd has been the most important digital product to come out of FOX SPORTS Australia in five years.

 

Lithum has enabled The Crowd to integrate existing FOX SPORTS digital and social strategies as a way to drive deeper engagement with fans, with immediate success.

The key differentiators of the FOX SPORTS community include:

  •          FOX SPORTS designed and developed the community in a short six-week period and within a limited $30,000 budget.
  •          It differs from most forums in that the platform is for enthusiast conversation and not necessarily customer service and product support.  
  •          A new approach was needed in building a less traditional community to create revenue through third party advertising.
  •          FOX SPORTS adopted a new and innovative style to the standard Lithium forum homepage. Two bold design customisations included, making latest content the key feature and demoting the search toolbar.
  •          To ignite and excite existing FOX SPORTS users and attract Australian sports fans in an established market, it was critical the Lithium based community was developed with the FOX SPORTS brand and personality at the forefront.

 

Customised features of The Crowd community include:

  • Designed the homepage with a dynamic latest content feature for all sports as the centre of the community
  • Repositioned the search toolbar to the middle of the homepage so users levitate to latest user discussions instead
  • Branded and surfaced ‘Loudest crowd posts’ on the homepage and board pages

 

  • Integration of FOX SPORTS talent. Specific ranking icons, names and professional avatars were created, ensuring FOX SPORTS Presenters and Journalists etc are clearly identifiable 

 

  • Easy navigation for fans across FOX SPORTS digital platforms. For example, from the FOX Football website when a user clicks The Crowd in the main navigation bar, they’re taken directly to Football community board (and not The Crowd homepage) 

 

  • A targeted and alternating brand image on the homepage, where a logged in user is excited by   ‘ALWAYS TALKING SPORT’ but a logged out user is enticed with ‘JOIN THE CROWD’ 

 

  • Integration of ‘Latest sports stories’ feed from FOX SPORTS, to bring users closer to the latest sports news and ignite discussions
  • A sports ‘scoreboard’ featuring stats of The Crowd’s current activity
  • Kudos renamed as 'points' to keep track of who’s scoring the highest 

 

  • Moderators renamed as Referees, to reiterate who’s responsible for presiding over the community 

 

  • Avatars designed with FOX SPORTS brand and theme in mind, where users can select either their own favourite guernsey number or their favourite sports star’s 

 

Early and direct feedback from key influencers has been extremely positive:

 

“Thank you, I think this would be a great tool for sport chatter... was unique to see Paul [Kent] replying.”

 

“Having a recognized sports brand such as FOX SPORTS in Australia to be able to express an opinion, participate in a debate or observe an alternative perspective will be great in the long run.”

 

The immediate community vibrancy has exceeded all KPIs, including traffic and growth metrics as well as over 2000 posts in the first six weeks. 

 

 


Company: Fox Sports Australia 

Entry submitted by: Shae Marlow (ShaeM) Community Manager

Community: The Crowd (http://thecrowd.foxsports.com.au)

Lithy category: Best Community Design

 

 

FOX SPORTS is Australia’s leading producer of sports television coverage and is home to Australia's favourite subscription TV sports channels, as well as Australia's number one general sports website – foxsports.com.au.

 

FOX SPORTS’ mission is to take fans closer to their favourite sports than ever before. We feed the passion of fans and give them access to sports, players and insights like they’ve never had - offering them an entertainment experience like no other, every day of the week.

 

Sport is incredibly tribal and controversial topics arise every day that people want to talk about. Our vision was to offer the more passionate sports fans a seat at the table to discuss the hottest topics with the best sports talent in the country.

 

The Crowd is a new FOX SPORTS community forum which offers fans and readers a place to offer their comments, thoughts and opinions on what is happening in sport at any time – the ultimate home of sports conversation in Australia.

 

The Crowd key outcomes:

-       Own share of voice of sports conversation in Australia

-       Build fan engagement by providing a platform for fans to interact with the best sports talent and key influencers in Australia

-       Monetise through third party advertising

 

FOX SPORTS Australia is the leader in delivering sports entertainment and so in order to bring a new and innovative digital product to life in a competitive market, it was important to align with Lithium.

 

Lithium provided a market-leading platform for FOX SPORTS to launch The Crowd with immediate community vibrancy and the most innovative user experience – a forum at the forefront of sports communities in Australia. The Crowd has been the most important digital product to come out of FOX SPORTS Australia in five years.

 

Lithum has enabled The Crowd to integrate existing FOX SPORTS digital and social strategies as a way to drive deeper engagement with fans, with immediate success.

The key differentiators of the FOX SPORTS community include:

  •          FOX SPORTS designed and developed the community in a short six-week period and within a limited $30,000 budget.
  •          It differs from most forums in that the platform is for enthusiast conversation and not necessarily customer service and product support.  
  •          A new approach was needed in building a less traditional community to create revenue through third party advertising.
  •          FOX SPORTS adopted a new and innovative style to the standard Lithium forum homepage. Two bold design customisations included, making latest content the key feature and demoting the search toolbar.
  •          To ignite and excite existing FOX SPORTS users and attract Australian sports fans in an established market, it was critical the Lithium based community was developed with the FOX SPORTS brand and personality at the forefront.

 

Customised features of The Crowd community include:

  • Designed the homepage with a dynamic latest content feature for all sports as the centre of the community
  • Repositioned the search toolbar to the middle of the homepage so users levitate to latest user discussions instead
  • Branded and surfaced ‘Loudest crowd posts’ on the homepage and board pages

 

  • Integration of FOX SPORTS talent. Specific ranking icons, names and professional avatars were created, ensuring FOX SPORTS Presenters and Journalists etc are clearly identifiable 

 

  • Easy navigation for fans across FOX SPORTS digital platforms. For example, from the FOX Football website when a user clicks The Crowd in the main navigation bar, they’re taken directly to Football community board (and not The Crowd homepage) 

 

  • A targeted and alternating brand image on the homepage, where a logged in user is excited by   ‘ALWAYS TALKING SPORT’ but a logged out user is enticed with ‘JOIN THE CROWD’ 

 

  • Integration of ‘Latest sports stories’ feed from FOX SPORTS, to bring users closer to the latest sports news and ignite discussions
  • A sports ‘scoreboard’ featuring stats of The Crowd’s current activity
  • Kudos renamed as 'points' to keep track of who’s scoring the highest 

 

  • Moderators renamed as Referees, to reiterate who’s responsible for presiding over the community 

 

  • Avatars designed with FOX SPORTS brand and theme in mind, where users can select either their own favourite guernsey number or their favourite sports star’s 

 

Early and direct feedback from key influencers has been extremely positive:

 

“Thank you, I think this would be a great tool for sport chatter... was unique to see Paul [Kent] replying.”

 

“Having a recognized sports brand such as FOX SPORTS in Australia to be able to express an opinion, participate in a debate or observe an alternative perspective will be great in the long run.”

 

The immediate community vibrancy has exceeded all KPIs, including traffic and growth metrics as well as over 2000 posts in the first six weeks. 

 

 

Status:
2014 Lithy Submission

Lithys 2014: Best Buy- Best Community Design

By JaniceK

Lithys 2014: Best Buy- Best Community Design

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-01-2014 09:58 PM - last edited on ‎04-28-2014 08:55 AM by Moderator Moderator

Company: Best Buy 

Entry submitted by: Gina Debogovich (Gina) Senior Manager

Community: Best Buy Unboxed (http://bestbuyunboxed.com)

Lithy category: Best Community Design

 

Best Buy is the world’s largest multi-channel consumer electronics retailer with stores in the United States, Canada, China, and Mexico. BestBuy.com is among the top ten retail websites in the United States and we have the number one customer loyalty program of its kind. There are more than 1 billion visitors to our website and 600 million visits to our U.S. stores each year. Our Blue Shirts sales associates and Geek Squad Agents are committed to delivering on our Customer Promise:

 

1. The latest devices and services — all in one place

2. Knowledgeable, impartial advice

3. Competitive prices

4. The ability to shop when and where you want

5. To support you for the life of your products

 

Our online community brings our customer promises to life.  It is an online destination that connects our customers, Community Super Users, Blue Shirts and Geek Squad Agents together.  The Community provides impartial and knowledgeable advice that is crowdsourced through these peer-to-peer interactions.

 

 

In 2013, we re-designed our Best Buy U.S. online community (http://bestbuyunboxed.com) making searching for content even easier. We recognized that it was cumbersome for customers to locate helpful information embedded within earlier threads and that topics would sometimes repeat because the content was not easy to locate. Visitors are now served a large "ask a question" box which searches published content and peer-to-peer support.

 

The re-design resulted in a 500 percent increase in searches since November 2013. As a result, customers found the information they were looking for and we saw a twelve percent decrease in the number of posts. Through identifying hot topics and trends, we publish knowledge articles for customers to understand policies, procedures, buying guides and troubleshooting.

 

 

 


Company: Best Buy 

Entry submitted by: Gina Debogovich (Gina) Senior Manager

Community: Best Buy Unboxed (http://bestbuyunboxed.com)

Lithy category: Best Community Design

 

Best Buy is the world’s largest multi-channel consumer electronics retailer with stores in the United States, Canada, China, and Mexico. BestBuy.com is among the top ten retail websites in the United States and we have the number one customer loyalty program of its kind. There are more than 1 billion visitors to our website and 600 million visits to our U.S. stores each year. Our Blue Shirts sales associates and Geek Squad Agents are committed to delivering on our Customer Promise:

 

1. The latest devices and services — all in one place

2. Knowledgeable, impartial advice

3. Competitive prices

4. The ability to shop when and where you want

5. To support you for the life of your products

 

Our online community brings our customer promises to life.  It is an online destination that connects our customers, Community Super Users, Blue Shirts and Geek Squad Agents together.  The Community provides impartial and knowledgeable advice that is crowdsourced through these peer-to-peer interactions.

 

 

In 2013, we re-designed our Best Buy U.S. online community (http://bestbuyunboxed.com) making searching for content even easier. We recognized that it was cumbersome for customers to locate helpful information embedded within earlier threads and that topics would sometimes repeat because the content was not easy to locate. Visitors are now served a large "ask a question" box which searches published content and peer-to-peer support.

 

The re-design resulted in a 500 percent increase in searches since November 2013. As a result, customers found the information they were looking for and we saw a twelve percent decrease in the number of posts. Through identifying hot topics and trends, we publish knowledge articles for customers to understand policies, procedures, buying guides and troubleshooting.

 

 

 

Status:
2013 Lithy Winner

Lithys 2013: Groupe Casino - Best Community Design

By DeniseJ

Company: Groupe Casino

Entry submitted by: Marina Lin, Project Manager

Community: C'Vous (www.cvous.com)

Lithy category: Best Community Design

___________________________________________________________________

 

In February 2012, we launched Cvous.com, the first community in France where customers can interact to create products and services for stores. C’Vous is the oral abbreviation for “C’est vous” meaning “It’s you”. Designed to be a community space and not a commercial website, we deliberately chose to develop a new graphic identity, different from our stores' branding.

 

We wanted a simple and colorful website that would convey a sense of proximity, a key value to the Group. The website tone also had to be positive so the members give useful ideas, comments and don’t use the community to complain about their individual problems. Our agency developed characters to embody the community: funny and happy, they have become a key element of the C’Vous identity. Their language is fresh and catchy and draws users’ attention.

 

 

 

 

 

 

 

Our avatar library:

 

 

 

 

 

 

 

 

 

 

 

 

 

With its bright colors, banners and icons, the website is welcoming and easy to navigate. The community interface is simple and playful with an incentive to participate: we revamped the kudo and branded it “C’Top” (meaning “it’s great”). The green button turns grey when you have voted. The colors are especially vibrant when visiting the community on an iPad.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

We have also adapted the content to allow 2 levels of user experience: For new users who are not yet logged in, the homepage displays a large carousel explaining the 3 main sections of the website. It is much more pedagogical while the logged in user's experience is more personalized with our notification system that allows returning members to see immediately what's new.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Finally, the community identity has been extended offline in store promotions, catalogs and product packaging and they are all by-products of C’Vous! The characters can be found in our stores as they help to highlight the community’s favorite products.

 

 

 


Company: Groupe Casino

Entry submitted by: Marina Lin, Project Manager

Community: C'Vous (www.cvous.com)

Lithy category: Best Community Design

___________________________________________________________________

 

In February 2012, we launched Cvous.com, the first community in France where customers can interact to create products and services for stores. C’Vous is the oral abbreviation for “C’est vous” meaning “It’s you”. Designed to be a community space and not a commercial website, we deliberately chose to develop a new graphic identity, different from our stores' branding.

 

We wanted a simple and colorful website that would convey a sense of proximity, a key value to the Group. The website tone also had to be positive so the members give useful ideas, comments and don’t use the community to complain about their individual problems. Our agency developed characters to embody the community: funny and happy, they have become a key element of the C’Vous identity. Their language is fresh and catchy and draws users’ attention.

 

 

 

 

 

 

 

Our avatar library:

 

 

 

 

 

 

 

 

 

 

 

 

 

With its bright colors, banners and icons, the website is welcoming and easy to navigate. The community interface is simple and playful with an incentive to participate: we revamped the kudo and branded it “C’Top” (meaning “it’s great”). The green button turns grey when you have voted. The colors are especially vibrant when visiting the community on an iPad.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

We have also adapted the content to allow 2 levels of user experience: For new users who are not yet logged in, the homepage displays a large carousel explaining the 3 main sections of the website. It is much more pedagogical while the logged in user's experience is more personalized with our notification system that allows returning members to see immediately what's new.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Finally, the community identity has been extended offline in store promotions, catalogs and product packaging and they are all by-products of C’Vous! The characters can be found in our stores as they help to highlight the community’s favorite products.

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Sony Interactive Entertainment / Play...

By JaniceK

 

playstation-logo-icon.pngCompany: Sony Interactive Entertainment Europe / PlayStation Europe

Entry submitted by: Javier Tenes (Community & Support Manager)

Community: PlayStation Community

Lithy category: Community Design of the Year

 

Sony Interactive Entertainment Europe (SIEE) is the central support organization for over 100 countries in Europe, Africa, the Middle East and Australasia, marketing the world’s most popular computer games platforms – PS one®, PlayStation®2, PlayStation®Portable (PSP), PlayStation®Vita, PlayStation®3 (PS3), PlayStation®4 (PS4) and the ever-growing online PlayStation®Network (PSN) platform. SIEE main challenge for nest years is to consolidate the world of virtual reality through PlayStation VR.

 

Our community goals

 

Our main goal is to create brand advocacy and loyalty through community by connecting like-minded people and immerse them in a unique world of gaming. We give users the sense of be part of the brand. We have proved with data that a well-engaged community member is synonym of a high spender player and therefore leveraging community to generate engagement is one of our main goals.

 

Our community active members appear always within the exclusive segment of very high spenders of our PlayStation Store and therefore increasing that group of active and well-engaged members is key for us to generate revenue through community.

 

In addition, our community is the creation engine of the most extensive database of solutions and recommendations for PlayStation. A community self-support scheme that boosts our CSAT score.

 

“The Gamer” is at the center of our brand strategy and therefore our six community pillars (discovering, connecting, cooperating, competing, sharing, and recognition) converge with our brand needs.

 

PlayStation is #4theplayers and therefore PlayStation is for the community of players.

 

Our unique community design

 

Our design is unique and can’t be compared to any other Lithium community or any other community in general.

 

Over the past years, several internals teams including community managers, designers, data analyst, developers and project managers, have worked side by side to change the “out of the box” face of Lithium’s community platform and create completely customized UI, which follows an irreverent and funny style that fits perfectly into the culture of our main audience: the gamer.

 

PlayStation_Community_Homepage.png

 

Because we are a community of gamers, gamification breathes at the core of our design concepts.

 

User_avatar.png

Badges.png

 

In addition, we have aligned our platform’s look and feel with rest of official PlayStation sites such as our main website PlayStation.com, in order to provide our users with a unified UX across all PlayStation online entities.

 

PlayStation.com_VS_PlayStation_Community.png

 

We have tried to move away from overpopulated pages with several widgets and CTAs and move into a more minimalist design that clearly defines the function of each page within the overall user journey across the platform. 

 

Notifications.png

 

SIEE / PlayStation is a big retailer company with several key products & services our community is interested in. Thousands of messages are posted each month about these products & services and therefore our designs always aimed to facilitate a dynamic navigation between different topics  within the community. Provide our users with at a glance view of our latest and most popular topics  is a must.

 

Topics_filters.png

Popular_Topics.png

Support_Topics.png

We have introduce an additional navigation bar which help users to navigate across their personal community areas (profile, notifications, Private messages and settings) with just 1 click.

 

User_navigation_bar.png

 

Finally, as our community is divided between supports and not support areas, we have introduced clever design concepts to help us routing visitors to the right place of the community depending on their necessities. Those designs always maintain a gaming style to maintain the platform in harmony .

 

Sackboy_help.png

 

All these concepts are extrapolated to our new responsive designs:

 

Responsive_Boardpage.png

Responsive_Threadpage1.pngResponsive_Threadpage2.pngResponsive_Threadpage3.png

 

How we executed our community design

 

Our design approach is one of the key elements for achieving our community goals focused on supporting our overall marketing strategy.

 

A Community Steering Committee, a group of people with different expertise such us community managers, data analysts, UX designers, developers…, manage the different phases of executions for those objectives.

 

A group of Community Managers and other Marketing peers work together to define the list of key community priorities for next year. These objectives need to be validated by Senior Management and once that happens, the Steering Committee start working on them.

 

As kick off point, our Analytics and Reporting team put together a list of reports and analysis suggesting different tactics to approach our objectives. The Community Steering Committee have then different brainstorming sessions supported with those analysis and suggestions, including users surveys results, which will finally crystalized in a well-defined community strategy.

 

Once the community strategy is established, the designing team lead conversations around what design changes are needed to support the strategy, and they put together different mock-ups to illustrate that. Those design concepts / mock ups are reviewed and signed off by the Community Steering Committee. A report focused on technical feasibility of the new designs is created by the Technical Development team as this stage too.

 

We always have assigned a Project Manager who creates the project’s specs and scope, and keeps stakeholders updated with the project status all the time. The Analytics and Reporting team suggest KPIs to measure the new designs’ success once they go live and which are included within the project’s specs. .

                                                                                

The Project is signed off by The Community Steering Committee and ultimately by the Director of Consumer Experience in SIEE which gives the green light for the development works to start on Lithium Stage.

 

Once a design change(s) is/are implemented on Stage, they are fully tested in house as well as by a group of selected community members, before we push it live to our community.

 

After going live we measure on a monthly basis how the new designs help to achieve our objectives.

 

Our design excellence results

 

  • Number of pages views per visit after introduce new navigation design elements

3.png

  • Visits to boards from homepage before and after the implementation of the popular topics module

4.png

  • Visits to support boards form homepage after introducing our

1.png

  • CHI progression after


2.png

 


 

playstation-logo-icon.pngCompany: Sony Interactive Entertainment Europe / PlayStation Europe

Entry submitted by: Javier Tenes (Community & Support Manager)

Community: PlayStation Community

Lithy category: Community Design of the Year

 

Sony Interactive Entertainment Europe (SIEE) is the central support organization for over 100 countries in Europe, Africa, the Middle East and Australasia, marketing the world’s most popular computer games platforms – PS one®, PlayStation®2, PlayStation®Portable (PSP), PlayStation®Vita, PlayStation®3 (PS3), PlayStation®4 (PS4) and the ever-growing online PlayStation®Network (PSN) platform. SIEE main challenge for nest years is to consolidate the world of virtual reality through PlayStation VR.

 

Our community goals

 

Our main goal is to create brand advocacy and loyalty through community by connecting like-minded people and immerse them in a unique world of gaming. We give users the sense of be part of the brand. We have proved with data that a well-engaged community member is synonym of a high spender player and therefore leveraging community to generate engagement is one of our main goals.

 

Our community active members appear always within the exclusive segment of very high spenders of our PlayStation Store and therefore increasing that group of active and well-engaged members is key for us to generate revenue through community.

 

In addition, our community is the creation engine of the most extensive database of solutions and recommendations for PlayStation. A community self-support scheme that boosts our CSAT score.

 

“The Gamer” is at the center of our brand strategy and therefore our six community pillars (discovering, connecting, cooperating, competing, sharing, and recognition) converge with our brand needs.

 

PlayStation is #4theplayers and therefore PlayStation is for the community of players.

 

Our unique community design

 

Our design is unique and can’t be compared to any other Lithium community or any other community in general.

 

Over the past years, several internals teams including community managers, designers, data analyst, developers and project managers, have worked side by side to change the “out of the box” face of Lithium’s community platform and create completely customized UI, which follows an irreverent and funny style that fits perfectly into the culture of our main audience: the gamer.

 

PlayStation_Community_Homepage.png

 

Because we are a community of gamers, gamification breathes at the core of our design concepts.

 

User_avatar.png

Badges.png

 

In addition, we have aligned our platform’s look and feel with rest of official PlayStation sites such as our main website PlayStation.com, in order to provide our users with a unified UX across all PlayStation online entities.

 

PlayStation.com_VS_PlayStation_Community.png

 

We have tried to move away from overpopulated pages with several widgets and CTAs and move into a more minimalist design that clearly defines the function of each page within the overall user journey across the platform. 

 

Notifications.png

 

SIEE / PlayStation is a big retailer company with several key products & services our community is interested in. Thousands of messages are posted each month about these products & services and therefore our designs always aimed to facilitate a dynamic navigation between different topics  within the community. Provide our users with at a glance view of our latest and most popular topics  is a must.

 

Topics_filters.png

Popular_Topics.png

Support_Topics.png

We have introduce an additional navigation bar which help users to navigate across their personal community areas (profile, notifications, Private messages and settings) with just 1 click.

 

User_navigation_bar.png

 

Finally, as our community is divided between supports and not support areas, we have introduced clever design concepts to help us routing visitors to the right place of the community depending on their necessities. Those designs always maintain a gaming style to maintain the platform in harmony .

 

Sackboy_help.png

 

All these concepts are extrapolated to our new responsive designs:

 

Responsive_Boardpage.png

Responsive_Threadpage1.pngResponsive_Threadpage2.pngResponsive_Threadpage3.png

 

How we executed our community design

 

Our design approach is one of the key elements for achieving our community goals focused on supporting our overall marketing strategy.

 

A Community Steering Committee, a group of people with different expertise such us community managers, data analysts, UX designers, developers…, manage the different phases of executions for those objectives.

 

A group of Community Managers and other Marketing peers work together to define the list of key community priorities for next year. These objectives need to be validated by Senior Management and once that happens, the Steering Committee start working on them.

 

As kick off point, our Analytics and Reporting team put together a list of reports and analysis suggesting different tactics to approach our objectives. The Community Steering Committee have then different brainstorming sessions supported with those analysis and suggestions, including users surveys results, which will finally crystalized in a well-defined community strategy.

 

Once the community strategy is established, the designing team lead conversations around what design changes are needed to support the strategy, and they put together different mock-ups to illustrate that. Those design concepts / mock ups are reviewed and signed off by the Community Steering Committee. A report focused on technical feasibility of the new designs is created by the Technical Development team as this stage too.

 

We always have assigned a Project Manager who creates the project’s specs and scope, and keeps stakeholders updated with the project status all the time. The Analytics and Reporting team suggest KPIs to measure the new designs’ success once they go live and which are included within the project’s specs. .

                                                                                

The Project is signed off by The Community Steering Committee and ultimately by the Director of Consumer Experience in SIEE which gives the green light for the development works to start on Lithium Stage.

 

Once a design change(s) is/are implemented on Stage, they are fully tested in house as well as by a group of selected community members, before we push it live to our community.

 

After going live we measure on a monthly basis how the new designs help to achieve our objectives.

 

Our design excellence results

 

  • Number of pages views per visit after introduce new navigation design elements

3.png

  • Visits to boards from homepage before and after the implementation of the popular topics module

4.png

  • Visits to support boards form homepage after introducing our

1.png

  • CHI progression after


2.png

 

Status:
2014 Lithy Submission

Lithys 2014: Vodafone Australia - Best Community D...

By JaniceK

Lithys 2014: Vodafone Australia - Best Community Design

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2014 09:59 AM - last edited on ‎04-28-2014 08:58 AM by Moderator Moderator

Company: Vodafone Australia 

Entry submitted by: Timothy Hanslow (Tim_h) Community Care Manager

Community: Vodafone Community (http://community.vodafone.com.au)

Lithy category: Best Community Design

 

Vodafone Australia is the third biggest mobile network provider in Australia and has a 20-year history of providing excellent value to its customers. In 2010, network issues driven by the sharp uptake in smartphone use created problems for our customers, that saw our customer sentiment and NPS drop rapidly. The launch of Vodafone Community came at a time when our customers needed support, a place to share, talk to one another and to get information to us, and for us to talk to them directly. 

 

Vodafone launched the Community almost three years ago as a way for customers to communicate with us. It gave customers a voice to talk to us openly and publicly. We loved the Community for the customer interactions, their honesty in saying “me too” with other’s issues, and their support and information in solving one another’s issues. Lithium provided the platform we wanted to get the incredible expertise our customer base and let them work together. We named the Community because of its goals. Our customers were going to be having these conversations anyway so we wanted to ensure we were part of them. 

 

We set out to redesign the Community last year to deliver a better user experience and to freshen our design to keep up with our other web properties. The core goals were to get users to contribute more, remove the barriers for new users, to focus on our members and to get information to people as quickly as possible.

 

We began by first tackling the core page design and sliding the right-hand sidebar into all of our pages from the homepage to threads. We use the space to create consistent, usable elements for our members.

The top right of every page is the customer’s voice. Every page has a comment, reply or post topic button. We’ve added a dropdown selector to choose a board when posting from the front page. We’re taking away the need to hunt or dig for joining in and letting customers engage in the conversation as soon as they are ready.

 

Right alongside the “voice” is the stats. Our numbers dive into every conversation showing the total posts, kudos, contributors and views. The stats help people to see how conversations are moving and how active things are. They update in real time and give users a quick visual view of what’s popular.

 

 

The last addition to the sidebar is our two post widgets to keep users abreast of the Community from within a topic view. We’ve used a ‘recent posts’ widget to show a user their most recent contributions. Keeping this visible in the sidebar on all pages lets super users keep track of updates to recent conversations without needing to navigate through boards or the homepage. A user receives a visual reminder of updates to recent conversations by the bolded thread titles and can easily continue in multiple conversations at once.

 

User avatars have been rebranded into hubs of information. We use smaller square avatars across the design to show who is taking part. Avatars are easier to recall than a long list of usernames and they provide a constantly moving parade of people to interact with. The visual anchor of the avatars responds on mouseover to a hover card with the user’s core stats and details. From the sidebar, to the frontpage or in a thread, a user’s avatar is a moving card of their real time stats.

 

Into the thread view, We’ve split things into three columns, and then reduced the left column to only the avatar. Like other social networks the avatar provides a visual cue to the author but the post stands on its own. Unessential information from a post is moved into the avatar card leaving the conversation in the spotlight. The footer of each post contains an “action bar” at the bottom right allowing users to reply, quick reply, share on social and kudos. Just like the “voice” button at the top of the pages, users have a single location to interaction with a post – We’re removing meaningless mouse movement across the page as they navigate.

 

 

Threads also received a makeover in the form of labels. We’ve designed them as physical tags like a filing cabinet and placed them across the top of each thread. These bright, colourful labels show users the mobile device being discussed in the thread with a different colour for each manufacturer for easy recognition. And if a thread is about a device the user says they own, we mark that for them too. It’s fast and simple for our users to know if they can contribute to the conversation at hand.

 

 

The front page received an enormous overhaul to fit with our goals. We’ve replaced the tall vertical category list with a three-quarter width navigation menu without tabs or options. Users can quickly see the list of available boards and categories without needing to scroll around or dig through a list. It was a core part of the redesign to let users move around the Community quickly.

Narrowing the navigation down to a shorter vertical element freed up space on the page to introduce a feed of recent posts and solutions, ensuring a dynamic looking page with fresh content whenever a user visits. We chose recent posts over topics because of the sticky nature of many of our conversations. Keeping users up to date on the full conversations continuing and not just those recently started lets hot topics rise to the top and stay there.

 

 

We’ve rounded out our user focus by shuffling of the profile page. The avatar has been doubled in size and is followed by a new custom component showing the mobile device a user is currently using. These bold visuals keep user profiles looking fresh and colourful with lots of white space to let your eyes flow across it. We fill the rest of the page with recent topics contributed to, and an activity feed showing the users actions step by step. 

 

Since our redesign we’re seeing an up lift in super user engagement and resolution rates. As well as the average posts per thread has increased. Conversations are stickier and people are spending more time on site. The overall post volumes have increased slightly because we’re getting more quality content in front of people more often, so casual users have less need to post, but still actively participate.


Company: Vodafone Australia 

Entry submitted by: Timothy Hanslow (Tim_h) Community Care Manager

Community: Vodafone Community (http://community.vodafone.com.au)

Lithy category: Best Community Design

 

Vodafone Australia is the third biggest mobile network provider in Australia and has a 20-year history of providing excellent value to its customers. In 2010, network issues driven by the sharp uptake in smartphone use created problems for our customers, that saw our customer sentiment and NPS drop rapidly. The launch of Vodafone Community came at a time when our customers needed support, a place to share, talk to one another and to get information to us, and for us to talk to them directly. 

 

Vodafone launched the Community almost three years ago as a way for customers to communicate with us. It gave customers a voice to talk to us openly and publicly. We loved the Community for the customer interactions, their honesty in saying “me too” with other’s issues, and their support and information in solving one another’s issues. Lithium provided the platform we wanted to get the incredible expertise our customer base and let them work together. We named the Community because of its goals. Our customers were going to be having these conversations anyway so we wanted to ensure we were part of them. 

 

We set out to redesign the Community last year to deliver a better user experience and to freshen our design to keep up with our other web properties. The core goals were to get users to contribute more, remove the barriers for new users, to focus on our members and to get information to people as quickly as possible.

 

We began by first tackling the core page design and sliding the right-hand sidebar into all of our pages from the homepage to threads. We use the space to create consistent, usable elements for our members.

The top right of every page is the customer’s voice. Every page has a comment, reply or post topic button. We’ve added a dropdown selector to choose a board when posting from the front page. We’re taking away the need to hunt or dig for joining in and letting customers engage in the conversation as soon as they are ready.

 

Right alongside the “voice” is the stats. Our numbers dive into every conversation showing the total posts, kudos, contributors and views. The stats help people to see how conversations are moving and how active things are. They update in real time and give users a quick visual view of what’s popular.

 

 

The last addition to the sidebar is our two post widgets to keep users abreast of the Community from within a topic view. We’ve used a ‘recent posts’ widget to show a user their most recent contributions. Keeping this visible in the sidebar on all pages lets super users keep track of updates to recent conversations without needing to navigate through boards or the homepage. A user receives a visual reminder of updates to recent conversations by the bolded thread titles and can easily continue in multiple conversations at once.

 

User avatars have been rebranded into hubs of information. We use smaller square avatars across the design to show who is taking part. Avatars are easier to recall than a long list of usernames and they provide a constantly moving parade of people to interact with. The visual anchor of the avatars responds on mouseover to a hover card with the user’s core stats and details. From the sidebar, to the frontpage or in a thread, a user’s avatar is a moving card of their real time stats.

 

Into the thread view, We’ve split things into three columns, and then reduced the left column to only the avatar. Like other social networks the avatar provides a visual cue to the author but the post stands on its own. Unessential information from a post is moved into the avatar card leaving the conversation in the spotlight. The footer of each post contains an “action bar” at the bottom right allowing users to reply, quick reply, share on social and kudos. Just like the “voice” button at the top of the pages, users have a single location to interaction with a post – We’re removing meaningless mouse movement across the page as they navigate.

 

 

Threads also received a makeover in the form of labels. We’ve designed them as physical tags like a filing cabinet and placed them across the top of each thread. These bright, colourful labels show users the mobile device being discussed in the thread with a different colour for each manufacturer for easy recognition. And if a thread is about a device the user says they own, we mark that for them too. It’s fast and simple for our users to know if they can contribute to the conversation at hand.

 

 

The front page received an enormous overhaul to fit with our goals. We’ve replaced the tall vertical category list with a three-quarter width navigation menu without tabs or options. Users can quickly see the list of available boards and categories without needing to scroll around or dig through a list. It was a core part of the redesign to let users move around the Community quickly.

Narrowing the navigation down to a shorter vertical element freed up space on the page to introduce a feed of recent posts and solutions, ensuring a dynamic looking page with fresh content whenever a user visits. We chose recent posts over topics because of the sticky nature of many of our conversations. Keeping users up to date on the full conversations continuing and not just those recently started lets hot topics rise to the top and stay there.

 

 

We’ve rounded out our user focus by shuffling of the profile page. The avatar has been doubled in size and is followed by a new custom component showing the mobile device a user is currently using. These bold visuals keep user profiles looking fresh and colourful with lots of white space to let your eyes flow across it. We fill the rest of the page with recent topics contributed to, and an activity feed showing the users actions step by step. 

 

Since our redesign we’re seeing an up lift in super user engagement and resolution rates. As well as the average posts per thread has increased. Conversations are stickier and people are spending more time on site. The overall post volumes have increased slightly because we’re getting more quality content in front of people more often, so casual users have less need to post, but still actively participate.

Status:
2014 Lithy Submission

Lithys 2014: Sony Europe - Best Community Design

By JaniceK

Lithys 2014: Sony Europe - Best Community Design

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-01-2014 10:51 AM - last edited on ‎04-28-2014 08:53 AM by Moderator Moderator

Company: Sony Europe Ltd. 

Entry submitted by: Nico Henderijckx (tweety2b) European Forum & Community Manager

Community: Sony Community (http://community.sony.co.uk)

Lithy category: Best Community Design

 

Brief Company Info:

Sony is one of the world’s leading companies in consumer electronics and entertainment offering state-of-the-art and innovative products, movies, music and much more. With our products and services we provide an incredible entertainment experience for our customers.

 

In June 2013, we successfully migrated our 12 year-old existing European Sony Electronics forum to Lithium, which is active in 9 languages in 34 different countries.

 

Goals:

When we decided to pursue migration to Lithium, our main goal was to create a community where people do not only talk about their technical problems, but also engage with the rest of the community in their passions by reviewing user-generated content, company generated blogs as well as tutorials and workshops to help them get more out of their products and our services.

 

We aspired to provide a platform where our huge fan base of photo enthusiasts could share their content in galleries participating in monthly photo competitions. In doing so, we could help them increase their photography skills by providing workshops and tutorials as well as our excellent master classes moderated by Sony World Photography Awards winners.


We wanted to keep the community simple and clear, while being easy to navigate. In this context, we radically reduced the number of different boards, and provided an overview on our homepage to help users navigate.

 

Lithium has provided a robust platform with flexibility to adapt and measure our strategic goals via different content types, developer tools and metrics. Thanks to this flexibility, we were able to create a compelling photo gallery, full integration with other Sony websites and a simple design that follows Sony brand DNA.

 

After the initial launch of our community with Lithium, we continuously added new functionalities to the platform based on the feedback we received from our volunteer super users. In this context, we initiated a complete redesign of the community to have a cleaner & well-designed look.

 

The homepage serves as a vitrine to give an initial idea on what type of content can be found. The new design allows visitors to see the whole community structure directly from the homepage in the cleanest way, so that users can directly access their areas of interest.

 

New homepage design:

 

This also allowed us to remove “sub-category” pages to reduce the number of steps to access the target destination. Photo gallery preview brings photo gallery submissions based on most recent, while the recent posts module is adapted to bring topics uniquely and display the most basic information in a neat design.

 

We have simplified the navigation, pages and community structure, hence helping users to find their topics of interest much faster. The big and present search bar helps users to find related content as easy as on Google. By removing the right hand elements and moving them to the bottom of the page we focus clearly on the main message of the page such as banners, galleries and boards.

 

New navigation structure on homepage:

 

We re-purposed the whole contest module and use it as a photo/ wallpaper gallery. We really forced the limits of the module to have the most compelling look while following brand DNA. The same module is also used to run monthly Sony World Photography Award competitions which add around 2000-4000 photo submissions per month from users in 15 countries. The galleries incorporate a slideshow function, display the EXIF image information and let users access the original image file. Images can easily manage on user profile pages where album functionality has been integrated.

 

 

Lithium platform has been seamlessly integrated into our web presence and has been skinned accordingly to match our global look and feel to offer our customers the best social experience. Most elements have been simplified to provide an excellent customer journey without hassle. In addition big graphics, modern large fonts as well as the light layout give a fresh and innovative look and feel – even if you watch our community on a smartphone or tablet. Thanks to the clear design, customers can easily share their content and discuss products with each other.

 

The new community design is a big success!

With 7,126,596 searches per month and 6,745 posts for 1,441 new topics, the community is thriving.

 

 

 

 

 

Additional design elements from our community

 

New board design:

 

 

New thread design:

 

 

New blog design:

 

 

 


Company: Sony Europe Ltd. 

Entry submitted by: Nico Henderijckx (tweety2b) European Forum & Community Manager

Community: Sony Community (http://community.sony.co.uk)

Lithy category: Best Community Design

 

Brief Company Info:

Sony is one of the world’s leading companies in consumer electronics and entertainment offering state-of-the-art and innovative products, movies, music and much more. With our products and services we provide an incredible entertainment experience for our customers.

 

In June 2013, we successfully migrated our 12 year-old existing European Sony Electronics forum to Lithium, which is active in 9 languages in 34 different countries.

 

Goals:

When we decided to pursue migration to Lithium, our main goal was to create a community where people do not only talk about their technical problems, but also engage with the rest of the community in their passions by reviewing user-generated content, company generated blogs as well as tutorials and workshops to help them get more out of their products and our services.

 

We aspired to provide a platform where our huge fan base of photo enthusiasts could share their content in galleries participating in monthly photo competitions. In doing so, we could help them increase their photography skills by providing workshops and tutorials as well as our excellent master classes moderated by Sony World Photography Awards winners.


We wanted to keep the community simple and clear, while being easy to navigate. In this context, we radically reduced the number of different boards, and provided an overview on our homepage to help users navigate.

 

Lithium has provided a robust platform with flexibility to adapt and measure our strategic goals via different content types, developer tools and metrics. Thanks to this flexibility, we were able to create a compelling photo gallery, full integration with other Sony websites and a simple design that follows Sony brand DNA.

 

After the initial launch of our community with Lithium, we continuously added new functionalities to the platform based on the feedback we received from our volunteer super users. In this context, we initiated a complete redesign of the community to have a cleaner & well-designed look.

 

The homepage serves as a vitrine to give an initial idea on what type of content can be found. The new design allows visitors to see the whole community structure directly from the homepage in the cleanest way, so that users can directly access their areas of interest.

 

New homepage design:

 

This also allowed us to remove “sub-category” pages to reduce the number of steps to access the target destination. Photo gallery preview brings photo gallery submissions based on most recent, while the recent posts module is adapted to bring topics uniquely and display the most basic information in a neat design.

 

We have simplified the navigation, pages and community structure, hence helping users to find their topics of interest much faster. The big and present search bar helps users to find related content as easy as on Google. By removing the right hand elements and moving them to the bottom of the page we focus clearly on the main message of the page such as banners, galleries and boards.

 

New navigation structure on homepage:

 

We re-purposed the whole contest module and use it as a photo/ wallpaper gallery. We really forced the limits of the module to have the most compelling look while following brand DNA. The same module is also used to run monthly Sony World Photography Award competitions which add around 2000-4000 photo submissions per month from users in 15 countries. The galleries incorporate a slideshow function, display the EXIF image information and let users access the original image file. Images can easily manage on user profile pages where album functionality has been integrated.

 

 

Lithium platform has been seamlessly integrated into our web presence and has been skinned accordingly to match our global look and feel to offer our customers the best social experience. Most elements have been simplified to provide an excellent customer journey without hassle. In addition big graphics, modern large fonts as well as the light layout give a fresh and innovative look and feel – even if you watch our community on a smartphone or tablet. Thanks to the clear design, customers can easily share their content and discuss products with each other.

 

The new community design is a big success!

With 7,126,596 searches per month and 6,745 posts for 1,441 new topics, the community is thriving.

 

 

 

 

 

Additional design elements from our community

 

New board design:

 

 

New thread design:

 

 

New blog design:

 

 

 

Status:
2014 Lithy Submission

Lithys 2014: ING Direct - Best Community Design

By JaniceK

Lithys 2014: ING Direct - Best Community Design

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-25-2014 12:07 PM - last edited on ‎04-28-2014 08:57 AM by Moderator Moderator

Company: ING Direct 

Entry submitted by: Nicolas Hun (nicolashunBrand Content and Social Media Manager

Community: Le Web Café ING Direct (https://communaute.ingdirect.fr/)        

Lithy category: Best Community Design

 

 

ING Direct has launched its Lithium community to give visibility and highlight the good relationship it has with its customers, but also to reduce the costs of customer relations mainly services by call.

 

In December 2013, ING Direct France, the leader of online banking in France, launched its Lithium community, "Le Web Café".

 

 

This community, 100% integrated in ingdirect.fr website enriches the existing ecosystem "Web Café" of the brand composed from a Facebook Page, a Twitter account and 2 physical coffees in Paris and Lyon.

 

It was really important for the brand to use the name of "Web Café" as "Web Café" is the link for all the places where clients and prospects can discuss and share each other and with ING Direct, but also to give a possibility for the clients to tell and share their satisfaction and good relation with the bank.

 

The Lithium community is composed of three bricks:

 

1) A forum where clients and prospects can directly and freely discuss with the bank's customers, allowing customers to share their experiences and expertise with the community.

 

 

2) A lab where members can test and share their ideas to improve and build the bank of tomorrow.

 

 

3) A blog to decrypt, give tips, and share all useful informations to members to complete their projects.

 

 

A global coherence has been respected in term of graphical guidelines with flat design and limited range of colors (white, blue and orange), but also in term of the tonality in line with ING Direct philosophy.

 

"A clear, simple and transparent bank."

 

The architecture and the design were thought to offer the best user experience.

The tab navigation has been chosen to offer a quick and easy navigation on desktop but also on tablets.

To stay in line with the positioning of ING Direct, the name of the categories and subcategories has been built around usages and not around a product range.

For example, we're not talking about a "current account", but of "money every day" to be more online with our client's needs and usages of banking. We're a partner who understands them and their life and not only a dealer of products.

The users of the community may easily find the good category to ask questions and the right place to share their expertise.

 

The community has been enriched with a rich gallery of avatars (male and female). The design of those avatars answered several requirements. They are serious enough for a bank company, rich, but also sympathetic. Some dedicated and personalized avatars have been drawn for the ING Direct community team.

 

           

 

 

The community is a real success. In 4 months, the community has about 2 800 active members and more than 73 000 unique visitors. 741 discussions have been raised and more than 270 ideas to improve the lives of customers and build the bank of tomorrow have been shared.

 

Our business results:

"Le Web Café", with more than 466 247 pageviews and 741 discussions.
69% - Topics posted by members generated reactions from other members.
45% - Topics posted by members received answers from other members.

21% - Discussions related to the category "Become a customer"
62% of these discussions are about the process

 

 


Company: ING Direct 

Entry submitted by: Nicolas Hun (nicolashunBrand Content and Social Media Manager

Community: Le Web Café ING Direct (https://communaute.ingdirect.fr/)        

Lithy category: Best Community Design

 

 

ING Direct has launched its Lithium community to give visibility and highlight the good relationship it has with its customers, but also to reduce the costs of customer relations mainly services by call.

 

In December 2013, ING Direct France, the leader of online banking in France, launched its Lithium community, "Le Web Café".

 

 

This community, 100% integrated in ingdirect.fr website enriches the existing ecosystem "Web Café" of the brand composed from a Facebook Page, a Twitter account and 2 physical coffees in Paris and Lyon.

 

It was really important for the brand to use the name of "Web Café" as "Web Café" is the link for all the places where clients and prospects can discuss and share each other and with ING Direct, but also to give a possibility for the clients to tell and share their satisfaction and good relation with the bank.

 

The Lithium community is composed of three bricks:

 

1) A forum where clients and prospects can directly and freely discuss with the bank's customers, allowing customers to share their experiences and expertise with the community.

 

 

2) A lab where members can test and share their ideas to improve and build the bank of tomorrow.

 

 

3) A blog to decrypt, give tips, and share all useful informations to members to complete their projects.

 

 

A global coherence has been respected in term of graphical guidelines with flat design and limited range of colors (white, blue and orange), but also in term of the tonality in line with ING Direct philosophy.

 

"A clear, simple and transparent bank."

 

The architecture and the design were thought to offer the best user experience.

The tab navigation has been chosen to offer a quick and easy navigation on desktop but also on tablets.

To stay in line with the positioning of ING Direct, the name of the categories and subcategories has been built around usages and not around a product range.

For example, we're not talking about a "current account", but of "money every day" to be more online with our client's needs and usages of banking. We're a partner who understands them and their life and not only a dealer of products.

The users of the community may easily find the good category to ask questions and the right place to share their expertise.

 

The community has been enriched with a rich gallery of avatars (male and female). The design of those avatars answered several requirements. They are serious enough for a bank company, rich, but also sympathetic. Some dedicated and personalized avatars have been drawn for the ING Direct community team.

 

           

 

 

The community is a real success. In 4 months, the community has about 2 800 active members and more than 73 000 unique visitors. 741 discussions have been raised and more than 270 ideas to improve the lives of customers and build the bank of tomorrow have been shared.

 

Our business results:

"Le Web Café", with more than 466 247 pageviews and 741 discussions.
69% - Topics posted by members generated reactions from other members.
45% - Topics posted by members received answers from other members.

21% - Discussions related to the category "Become a customer"
62% of these discussions are about the process

 

 

Status:
2014 Lithy Submission

Lithys 2014: Vipnet - Best Community Design

By JaniceK

Lithys 2014: Vipnet - Best Community Design

Status: 2014 Lithy Submission
by Lithium Technologies JaniceK ‎04-04-2014 09:43 AM - last edited on ‎04-28-2014 08:58 AM by Community Administrator Community Administrator

 

Company: Vipnet 

Entry submitted by: Hrvoje Puljko (puljac) Community (Forum) expert

Community: VIP forum (http://forum.vip.hr)

Lithy category: Best Community Design

 

Vipnet is the first private mobile network operator in Croatia, a part of the Telekom Austria Group. By entering the Croatian telecommunications market in 1998, Vipnet introduced competition into mobile telephony. Over the last 15 years Vipnet acquired the status of the most renowned innovation leader on the telecommunications market in Croatia.

 

Vipnet was the first in Europe to demonstrate the HSPA network, thus offering mobile Internet access that is faster than ADSL. Furthermore, Vipnet was among the first in the world to successfully test HSPA+ technology for mobile broadband.

 

In June 2013 at the Faculty of Electrical Engineering and Computing in Zagreb Vipnet set a new world record for the fixed segment with speeds of 5 Gbit/s using the hybrid fiber coaxial (HFC) network, and in the mobile segment presented speeds of up to 300 Mbit/s based on 4.5G – LTE Advanced technology. In September 2012 and again this year Vipnet was proclaimed winner in the Best value for money for business in the Business Best Buy Award. Vipnet currently has more than 2 million customers.

 

Vip forum as a goal has multiscreen customer experience, to increase street credibility, and to be customers' first choice when searching for support information’s.

 

 

Vip forum also has a purpose to increase brand awareness and to be the place for engaging existing and future Vip customers.

 

 

THE STRUCTURE

In August 2013 we launched the first telco brand community in Croatia.

 

It is a small step in the world but big in Croatia where customers  don’t forgive unfriendly functionalities & illogical designs, because community is here for the users, not for designers or employees!

 

Well established names from online community and IT/telco journalists were involved in Vip forum trial and helped to design final version of community platform.

 

During the 2 week trial, beta testers spent more than 200 hours online and generated more than 50 different ideas and improvements which were implemented in final Vip forum version.


 

We made it clear in structure, transparent at the glance, light to use and spend time, easy to find answers & support.

 

We are the first telco community which is open to non-Vip & Vip customers with the intention to get customers help themselves.

 

COVER PAGE CALL FOR ACTION

 

FRONT PAGE BIG VISUAL BUTTONS – we are offering a way for a customer to Registrate / Login in to our community with these BIG buttons, familiar colors and sentences that are describing the action.

 

 

After customer login, he can now use his visual designed User Panel:

 

On the right side MENU of the cover we have visual help icons (links) to support customer  if this is his first time on Forum:

 

After customer login, he can now use his personalized custom component which depends on his rank and role:

  • Personalized links
  • Greeting and user avatar
  • Last user posts

 

MENU CUSTOM COMPONENT TAB beneath main category icons allows customers to have an overview of what's new in a few seconds!

 

 

And depending on if user is logged in or not, he can see the personalized posts he didn’t read from the last visit to the community:

 



 

CSS CUSTOMIZATION

 

We made lot of CSS customization in our community but the latest demands from our community members were this three for better functionality and visualization:

 

  • Provided better “SOLUTION PROVIDED” visualization:



 

  • Provided better “QUOTE” custom visibility and automatically @mention the user we quote:


 

MOBILE VERSION

 

Cover page easy to use!

Very similar to desktop version which is also available for mobiles.

Same icons, structure & features are now available to customers!

 

 

 

 

 

 

 

 


 

Company: Vipnet 

Entry submitted by: Hrvoje Puljko (puljac) Community (Forum) expert

Community: VIP forum (http://forum.vip.hr)

Lithy category: Best Community Design

 

Vipnet is the first private mobile network operator in Croatia, a part of the Telekom Austria Group. By entering the Croatian telecommunications market in 1998, Vipnet introduced competition into mobile telephony. Over the last 15 years Vipnet acquired the status of the most renowned innovation leader on the telecommunications market in Croatia.

 

Vipnet was the first in Europe to demonstrate the HSPA network, thus offering mobile Internet access that is faster than ADSL. Furthermore, Vipnet was among the first in the world to successfully test HSPA+ technology for mobile broadband.

 

In June 2013 at the Faculty of Electrical Engineering and Computing in Zagreb Vipnet set a new world record for the fixed segment with speeds of 5 Gbit/s using the hybrid fiber coaxial (HFC) network, and in the mobile segment presented speeds of up to 300 Mbit/s based on 4.5G – LTE Advanced technology. In September 2012 and again this year Vipnet was proclaimed winner in the Best value for money for business in the Business Best Buy Award. Vipnet currently has more than 2 million customers.

 

Vip forum as a goal has multiscreen customer experience, to increase street credibility, and to be customers' first choice when searching for support information’s.

 

 

Vip forum also has a purpose to increase brand awareness and to be the place for engaging existing and future Vip customers.

 

 

THE STRUCTURE

In August 2013 we launched the first telco brand community in Croatia.

 

It is a small step in the world but big in Croatia where customers  don’t forgive unfriendly functionalities & illogical designs, because community is here for the users, not for designers or employees!

 

Well established names from online community and IT/telco journalists were involved in Vip forum trial and helped to design final version of community platform.

 

During the 2 week trial, beta testers spent more than 200 hours online and generated more than 50 different ideas and improvements which were implemented in final Vip forum version.


 

We made it clear in structure, transparent at the glance, light to use and spend time, easy to find answers & support.

 

We are the first telco community which is open to non-Vip & Vip customers with the intention to get customers help themselves.

 

COVER PAGE CALL FOR ACTION

 

FRONT PAGE BIG VISUAL BUTTONS – we are offering a way for a customer to Registrate / Login in to our community with these BIG buttons, familiar colors and sentences that are describing the action.

 

 

After customer login, he can now use his visual designed User Panel:

 

On the right side MENU of the cover we have visual help icons (links) to support customer  if this is his first time on Forum:

 

After customer login, he can now use his personalized custom component which depends on his rank and role:

  • Personalized links
  • Greeting and user avatar
  • Last user posts

 

MENU CUSTOM COMPONENT TAB beneath main category icons allows customers to have an overview of what's new in a few seconds!

 

 

And depending on if user is logged in or not, he can see the personalized posts he didn’t read from the last visit to the community:

 



 

CSS CUSTOMIZATION

 

We made lot of CSS customization in our community but the latest demands from our community members were this three for better functionality and visualization:

 

  • Provided better “SOLUTION PROVIDED” visualization:



 

  • Provided better “QUOTE” custom visibility and automatically @mention the user we quote:


 

MOBILE VERSION

 

Cover page easy to use!

Very similar to desktop version which is also available for mobiles.

Same icons, structure & features are now available to customers!

 

 

 

 

 

 

 

 

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