Lithys: Digital Customer Excellence Awards

Showing results for 
Search instead for 
Do you mean 

"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:
2016 Lithy Submission

Lithys 2016: SOASTA - Community Design of the Year

By JaniceK

Lithys 2016: SOASTA - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-20-2016 11:35 PM - last edited on ‎05-03-2016 08:39 AM by Moderator Moderator

rer.pngCompany:  SOASTA


Entry submitted by: Mat Ball (Manager, Community and Sales Enablement)

Community: The SOASTA Community

Lithy category:  Community Design of the Year

 

SOASTA is the leader in performance analytics. The SOASTA Digital Performance Management Platform enables digital business owners to gain unprecedented and continuous performance insights into their real user experience on mobile and web devices in real time and at scale. With more than 100 million tests performed and more than 250 billion user experiences measured, tested and optimized, SOASTA is the digital performance expert trusted by industry-leading brands, including 51 of the Top 100 Internet retailers, six of the Forbes Top 10 media companies and seven of the Forbes Top 10 tech companies, including Apple, Target, Nordstrom, Staples, Home Depot, Sears, Walmart, Etsy, Nike, Best Buy, Adobe, Intuit, Microsoft, DIRECTV, Netflix and CBS.

 

Our community goals

Our community goals are to support SOASTA customers in their ongoing use of our products.

 

The design elements that make our community unique

The SOASTA design is simple, elegant, and intuitive. SOASTA’s customers represent companies that are transforming their digital initiatives to keep pace or compete in e-commerce. Our products span many different categories and themes relative to digital performance. Our design allows users to find information fast, so that our users can get back to optimizing their revenue generating applications.

 

How we executed our community design

We consulted with Lithium account representatives and the greater Lithium team for “best practices.” We decided on a simple format, then worked with UX designer for mock-ups, and finally implemented through a third party developer.

 

Our metrics

The SOASTA redesign is less than a week old as of April 20, 2016, and we’re just starting to implement ideas to bring back previous users, attract new users, and create a vibrant forum. We're excited to achieve successful results with our redesign!

 

fkmd.png

 

392.png


rer.pngCompany:  SOASTA


Entry submitted by: Mat Ball (Manager, Community and Sales Enablement)

Community: The SOASTA Community

Lithy category:  Community Design of the Year

 

SOASTA is the leader in performance analytics. The SOASTA Digital Performance Management Platform enables digital business owners to gain unprecedented and continuous performance insights into their real user experience on mobile and web devices in real time and at scale. With more than 100 million tests performed and more than 250 billion user experiences measured, tested and optimized, SOASTA is the digital performance expert trusted by industry-leading brands, including 51 of the Top 100 Internet retailers, six of the Forbes Top 10 media companies and seven of the Forbes Top 10 tech companies, including Apple, Target, Nordstrom, Staples, Home Depot, Sears, Walmart, Etsy, Nike, Best Buy, Adobe, Intuit, Microsoft, DIRECTV, Netflix and CBS.

 

Our community goals

Our community goals are to support SOASTA customers in their ongoing use of our products.

 

The design elements that make our community unique

The SOASTA design is simple, elegant, and intuitive. SOASTA’s customers represent companies that are transforming their digital initiatives to keep pace or compete in e-commerce. Our products span many different categories and themes relative to digital performance. Our design allows users to find information fast, so that our users can get back to optimizing their revenue generating applications.

 

How we executed our community design

We consulted with Lithium account representatives and the greater Lithium team for “best practices.” We decided on a simple format, then worked with UX designer for mock-ups, and finally implemented through a third party developer.

 

Our metrics

The SOASTA redesign is less than a week old as of April 20, 2016, and we’re just starting to implement ideas to bring back previous users, attract new users, and create a vibrant forum. We're excited to achieve successful results with our redesign!

 

fkmd.png

 

392.png

Status:
2016 Lithy Finalist

Lithys 2016: Telkom - Community Design of the Year

By JaniceK

Lithys 2016: Telkom - Community Design of the Year

Status: 2016 Lithy Finalist
by Lithium Technologies JaniceK ‎04-27-2016 01:08 PM - last edited on ‎05-03-2016 08:30 AM by Moderator Moderator

Untitled43.pngCompany: Telkom SA Ltd

Entry submitted by: Adam Wesson (Operational Manager)

Community: Telkom Community

Lithy Category: Community Design of the Year

 

Telkom SA Ltd was founded on 1 October 1991 and today is Africa’s largest provider of fixed telephone services, operating in the Fixed and Mobile voice and data space. It is our vision to lead in the converged ICT market through deep and credible relationships and a distinctive customer experience.

 

Our community goals

 

Untitled16.png

 

 The Telkom Community isn't just a place where customers can help themselves, it's a very real manifestation and important part of our business turnaround strategy from a reactive, closed-off organization to a customer-first, proactive company.

 

Untitled17.png

 

The Telkom Community has been a critical component of our brand strategy, which aims to win hearts and minds and drive customer trial.

Our Community's ultimate goal is to connect with users who have a service challenge, and to provide a place where other Telkom customers can quickly and efficiently resolve their issues. The Community has solved thousands of users' problems, reducing the load on our call centre, improving our digital NPS, making us more operationally efficient, and making us as a company more responsive to our users' service needs. The Telkom Community is making a meaningful, measurable contribution to changing perceptions of Telkom for the better.

 

The design elements make our community unique and stand out from the rest

 

Untitled18.png

 

The Telkom Community makes use of a fresh, funky design developed from the primary Telkom CI, but specifically adapted for the Community. A gregarious illustrative style, clear, accessible iconography and a full, saturated colour palette make for a Community that's bold, outgoing and friendly. This differentiates the Telkom Community from other communities as having a warm, unreservedly approachable personality, consistent with our aim of winning our customers' trust. The design goal for the Telkom Community was to evoke a strong emotionalresponse through delightful visuals and a helpful experience.

 

We achieved this in 3 ways:

 

1. Organising the information

 

Untitled19.png

 

Untitled20.pngUntitled21.png

 

2. Visualising progress & reward

 

Untitled22.png

 

Untitled23.png

How we showed growth related to Badges and Ranking.

 

Untitled24.png

Icons showing gamification progression

 

Untitled25.png

Fun designs for Avatars

 

3. Guiding the user to a solution

Untitled26.pngUntitled28.pngUntitled27.pngUntitled29.pngUntitled30.png

 

How we  executed our community design

 

The design goal for the Telkom Community was to evoke a strong emotional response through delightful visuals and design flourishes. To reposition the brand as being customer-first, the design goal was to create a "Smile in the mind" in the users' minds. In order to achieve this, the Telkom Digital Marketing team worked with the Lithium team to leverage their in-depth knowledge of community management, and tapped the expertise of our digital agency for insights into user behaviour and design thinking.

 

Below you can see how we have used the Community Hero banner to bring in the marketing themes from our corporate website to create a unified design theme.

 

Untitled31.png

Use of ‘Usain Bolt’ add campaign artwork in the Community Hero Banner.

 

Our results

 

We launched our Community on 27 November 2015 and in the next 5 months, we have notched up a staggering 624460 Page Views from a total of 186195 visits. In total, 151000 unique visitors have already come to see what our Community is all about.

 

Untitled32.png

Untitled33.png

 

In 5 months, we have surpassed 4000 member registrations.

Untitled34.png

 

SEO for the site has ranked our Community #1 on Google Search when searching for “Telkom Community”.

Untitled35.png


Untitled43.pngCompany: Telkom SA Ltd

Entry submitted by: Adam Wesson (Operational Manager)

Community: Telkom Community

Lithy Category: Community Design of the Year

 

Telkom SA Ltd was founded on 1 October 1991 and today is Africa’s largest provider of fixed telephone services, operating in the Fixed and Mobile voice and data space. It is our vision to lead in the converged ICT market through deep and credible relationships and a distinctive customer experience.

 

Our community goals

 

Untitled16.png

 

 The Telkom Community isn't just a place where customers can help themselves, it's a very real manifestation and important part of our business turnaround strategy from a reactive, closed-off organization to a customer-first, proactive company.

 

Untitled17.png

 

The Telkom Community has been a critical component of our brand strategy, which aims to win hearts and minds and drive customer trial.

Our Community's ultimate goal is to connect with users who have a service challenge, and to provide a place where other Telkom customers can quickly and efficiently resolve their issues. The Community has solved thousands of users' problems, reducing the load on our call centre, improving our digital NPS, making us more operationally efficient, and making us as a company more responsive to our users' service needs. The Telkom Community is making a meaningful, measurable contribution to changing perceptions of Telkom for the better.

 

The design elements make our community unique and stand out from the rest

 

Untitled18.png

 

The Telkom Community makes use of a fresh, funky design developed from the primary Telkom CI, but specifically adapted for the Community. A gregarious illustrative style, clear, accessible iconography and a full, saturated colour palette make for a Community that's bold, outgoing and friendly. This differentiates the Telkom Community from other communities as having a warm, unreservedly approachable personality, consistent with our aim of winning our customers' trust. The design goal for the Telkom Community was to evoke a strong emotionalresponse through delightful visuals and a helpful experience.

 

We achieved this in 3 ways:

 

1. Organising the information

 

Untitled19.png

 

Untitled20.pngUntitled21.png

 

2. Visualising progress & reward

 

Untitled22.png

 

Untitled23.png

How we showed growth related to Badges and Ranking.

 

Untitled24.png

Icons showing gamification progression

 

Untitled25.png

Fun designs for Avatars

 

3. Guiding the user to a solution

Untitled26.pngUntitled28.pngUntitled27.pngUntitled29.pngUntitled30.png

 

How we  executed our community design

 

The design goal for the Telkom Community was to evoke a strong emotional response through delightful visuals and design flourishes. To reposition the brand as being customer-first, the design goal was to create a "Smile in the mind" in the users' minds. In order to achieve this, the Telkom Digital Marketing team worked with the Lithium team to leverage their in-depth knowledge of community management, and tapped the expertise of our digital agency for insights into user behaviour and design thinking.

 

Below you can see how we have used the Community Hero banner to bring in the marketing themes from our corporate website to create a unified design theme.

 

Untitled31.png

Use of ‘Usain Bolt’ add campaign artwork in the Community Hero Banner.

 

Our results

 

We launched our Community on 27 November 2015 and in the next 5 months, we have notched up a staggering 624460 Page Views from a total of 186195 visits. In total, 151000 unique visitors have already come to see what our Community is all about.

 

Untitled32.png

Untitled33.png

 

In 5 months, we have surpassed 4000 member registrations.

Untitled34.png

 

SEO for the site has ranked our Community #1 on Google Search when searching for “Telkom Community”.

Untitled35.png

Status:
2016 Lithy Winner

Lithys 2016: Skype - Community Design of the Year

By JaniceK

Lithys 2016: Skype - Community Design of the Year

Status: 2016 Lithy Winner
by Lithium Technologies JaniceK ‎04-28-2016 03:50 PM - last edited on ‎05-03-2016 08:26 AM by Moderator Moderator

Untitled49.pngCompany: Skype

Contact: Claudius Henrichs (Community Manager)

Community: Skype Community

Lithy category:  Community Design of the Year

 

Skype is for doing things together, whenever you’re apart. Skype’s text, voice and video make it simple to share experiences with the people that matter to you, wherever they are.

 

With Skype, you can share a story, celebrate a birthday, learn a language, hold a meeting, work with colleagues – just about anything you need to do together every day. You can use Skype on whatever works best for you - on your phone or computer or a TV with Skype on it. It is free to start using Skype - to speak, see and instant message other people on Skype for example.

 

Our community goals

 

Since 2011 the Skype Community is the place for customers and employees to meet and exchange and learn about everything Skype. With topics ranging from technical support through ideation all the way to tips and tricks it’s the place to become a Skype expert.

 

Our product organization is using community insight to obtain customer lead steering for the next iterations of product and features. A vibrant global community covering 11 languages is crucial to ensure that we understand and prioritize what is driving customers, from the newly registered all the way to the 10+ year superfan.


At the same time Skype Community gives customers the opportunity to learn about the people at Skype: What made us come up with a certain feature, how we built it and how we operate to deliver against our mission to be customer obsessed.


Our goal for this year was to deliver all of this on an awesome mobile and more personal community experience.

 

Our unique design elements 

 

Over the course of the last 12 months we have honed in on our strategy to everywhere put our community members and their content first. At the same time since our last redesign in 2014 we have been working closer with our design team to ensure the Skype Community reflects the Skype brand.


Skype iconography and design elements


You feel right at home at the Skype Community thanks to the familiar buttons, colors and layout elements. Particularly the orange dot as an indicator for unread conversations is what you will find across the community UI: From your personal notifications down to topic level:

 

Untitled50.png

 

Skype avatars and emoticons


Everyone loves the Skype emoticons which is why we’ve replaced the Lithium profile avatar collections with a Skype one (which proved to be quite challenging with 3M+ registered accounts already having selected a Lithium avatar):

 

Untitled51.png

 

...and we did the same for the editor emoticons:

Untitled52.png

 

Mobile optimized– Scroll to top & Browse menu

 

Our responsive design doesn’t only reshuffle widget placements on smaller screen sizes, but we have also put some thought on how you quickly browse within long topics and the community using a dynamic scroll to top and a browse menu: All conveniently placed in reach for your right thumb:

 

Untitled53.png

 

Untitled54.png

 

Skype Hovercards


Hovercards are getting common at Lithium communities, but we’ve taken them a bit further with small tweaks that visually invite discovering them via subtle avatar zooms when moving the mouse over it. And of course they follow the Skype branding and give a nice showcase for the badge icons:

 

Untitled55.png

 

How we executed our community design

 

First phase: Inventory & spring cleaning

We started with an inventory of all our components – stock and custom ones – per each page and applied a strict triaging following out “members and content first” rule to determine which of them were to be kept. According to that we built up the page layouts.

Second phase: Airbrush & Spraypaint
We started off from the plain white Lithium responsive base skin and had the developer team apply all the basic styling elements according to the Skype style guideline: Font families and sizes, buttons, boxes, colors. So we weren’t actually working off pixel perfect designs for each page, but invited our design team on to our stage server and have them identify the necessary detailed tweaks (“30px top margins above all panels!”). As an outcome to this within 2 weeks we had a solid basic styling across all primary page layouts.

Third phase: Review, Optimize, Rinse & repeat
We had then entered the phase of optimizing the interactions on actual devices, so we focused on model devices for each category – mobile, tablet, large screen – and gave the design the necessary fine tune in the following 3-4 weeks. We involved our super fans here to ensure that the new site worked for their everyday flow as much as for the casual visitor. And honestly: We never exited this phase and versioning wise have already reached “Responsive 1.6” 

 

Our results

 

A few weeks in the new responsive design has shown the following impact:

  • Mobile registration 23% up – across all device sizes up 12%
  • 84% more images uploaded thanks to the new media experience
  • 19% referrer traffic increase
  • Subscriptions up 57%
  • Expected 400-500K unique visitor increase monthly thanks to new responsive community unlocking option for in-client community links on mobile

 

 


Untitled49.pngCompany: Skype

Contact: Claudius Henrichs (Community Manager)

Community: Skype Community

Lithy category:  Community Design of the Year

 

Skype is for doing things together, whenever you’re apart. Skype’s text, voice and video make it simple to share experiences with the people that matter to you, wherever they are.

 

With Skype, you can share a story, celebrate a birthday, learn a language, hold a meeting, work with colleagues – just about anything you need to do together every day. You can use Skype on whatever works best for you - on your phone or computer or a TV with Skype on it. It is free to start using Skype - to speak, see and instant message other people on Skype for example.

 

Our community goals

 

Since 2011 the Skype Community is the place for customers and employees to meet and exchange and learn about everything Skype. With topics ranging from technical support through ideation all the way to tips and tricks it’s the place to become a Skype expert.

 

Our product organization is using community insight to obtain customer lead steering for the next iterations of product and features. A vibrant global community covering 11 languages is crucial to ensure that we understand and prioritize what is driving customers, from the newly registered all the way to the 10+ year superfan.


At the same time Skype Community gives customers the opportunity to learn about the people at Skype: What made us come up with a certain feature, how we built it and how we operate to deliver against our mission to be customer obsessed.


Our goal for this year was to deliver all of this on an awesome mobile and more personal community experience.

 

Our unique design elements 

 

Over the course of the last 12 months we have honed in on our strategy to everywhere put our community members and their content first. At the same time since our last redesign in 2014 we have been working closer with our design team to ensure the Skype Community reflects the Skype brand.


Skype iconography and design elements


You feel right at home at the Skype Community thanks to the familiar buttons, colors and layout elements. Particularly the orange dot as an indicator for unread conversations is what you will find across the community UI: From your personal notifications down to topic level:

 

Untitled50.png

 

Skype avatars and emoticons


Everyone loves the Skype emoticons which is why we’ve replaced the Lithium profile avatar collections with a Skype one (which proved to be quite challenging with 3M+ registered accounts already having selected a Lithium avatar):

 

Untitled51.png

 

...and we did the same for the editor emoticons:

Untitled52.png

 

Mobile optimized– Scroll to top & Browse menu

 

Our responsive design doesn’t only reshuffle widget placements on smaller screen sizes, but we have also put some thought on how you quickly browse within long topics and the community using a dynamic scroll to top and a browse menu: All conveniently placed in reach for your right thumb:

 

Untitled53.png

 

Untitled54.png

 

Skype Hovercards


Hovercards are getting common at Lithium communities, but we’ve taken them a bit further with small tweaks that visually invite discovering them via subtle avatar zooms when moving the mouse over it. And of course they follow the Skype branding and give a nice showcase for the badge icons:

 

Untitled55.png

 

How we executed our community design

 

First phase: Inventory & spring cleaning

We started with an inventory of all our components – stock and custom ones – per each page and applied a strict triaging following out “members and content first” rule to determine which of them were to be kept. According to that we built up the page layouts.

Second phase: Airbrush & Spraypaint
We started off from the plain white Lithium responsive base skin and had the developer team apply all the basic styling elements according to the Skype style guideline: Font families and sizes, buttons, boxes, colors. So we weren’t actually working off pixel perfect designs for each page, but invited our design team on to our stage server and have them identify the necessary detailed tweaks (“30px top margins above all panels!”). As an outcome to this within 2 weeks we had a solid basic styling across all primary page layouts.

Third phase: Review, Optimize, Rinse & repeat
We had then entered the phase of optimizing the interactions on actual devices, so we focused on model devices for each category – mobile, tablet, large screen – and gave the design the necessary fine tune in the following 3-4 weeks. We involved our super fans here to ensure that the new site worked for their everyday flow as much as for the casual visitor. And honestly: We never exited this phase and versioning wise have already reached “Responsive 1.6” 

 

Our results

 

A few weeks in the new responsive design has shown the following impact:

  • Mobile registration 23% up – across all device sizes up 12%
  • 84% more images uploaded thanks to the new media experience
  • 19% referrer traffic increase
  • Subscriptions up 57%
  • Expected 400-500K unique visitor increase monthly thanks to new responsive community unlocking option for in-client community links on mobile

 

 

Status:
2016 Lithy Submission

Lithys 2016: Fido (Rogers Communications) - Commun...

By JaniceK

Lithys 2016: Fido (Rogers Communications) - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 03:27 PM - last edited on ‎05-03-2016 10:06 AM by Lithium Alumni (Retired) Lithium Alumni (Retired)

Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Community Design of the Year

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Goals

 

Based on our target market, the Fido brand’s main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of information/solutions, which in turn brings cost savings to the company. Our Community goals in 2015 were to:

 

  • Redesign our Community in order to enhance the customer experience.
  • Improve functionalities and navigation.
  • Promote growth of the Community through various initiatives and promotional tactics.
  • Optimize the content and increase the useful information for our members.

 

How We Stand Out

 

What makes our Community unique is our overall brand-aligned layout, our seamless navigation experience, our custom components, and our front and center search bar. Each of our boards have their own topic-specific banner with an embedded welcome message so our members feel at home. We also made sure that our website header appeared at the top of every page, so members would get the feeling that they are still on our website.

 

When we launched our front and center search bar, the focus was on improving the overall navigation experience. We figured “what’s the point of having all this useful information if you’re having trouble finding it?”. The search tool now displays results found throughout the Community, as opposed to results found within the specific board from which the search was initiated.

 

Untitled22.png 

Untitled23.png

 

We also have a big focus on people! We promote our super users (aka MVPs, or Most Valuable Posters), our Community crew and we introduced hover cards to create more life and real people to the experience. We even have leader boards on the Community home page so everyone can see who’s ripping it! Fido is all about bringing people together.

 

Untitled24.pngUntitled25.png

 

In 2015, we completed a redesign of our Gamification strategy.

 

  • Our ranking structure was redefined to replace outdated titles to cooler, more personal titles like ‘I’m a prodigy’.
  • We launched badges with brand-aligned images, names and descriptions in order to give our Community members the recognition they deserve.

 

Untitled26.png

b.png

 

We also redesigned all of our notification emails to make sure they were aligned with our branding.

 

Untitled27.png

 

In Q1 of 2016, we introduced a responsive mobile experience.

 

Untitled28.png

 

All these amazing features combined allow us to provide best in class experience aligned with our brand objectives.

 

Designing an Awesome Community

 

In order to transform our Community into one that would most please our members, we opted to work with Lithium so as to capitalize on their expertise. We also created an internal working team, combined of the Community crew, Digital, Communications and Brand team.

 

Untitled29.png

 

Benchmarking best practices, we selected elements of our brand image, such as “we are a people company”, and incorporated them into our community image design. We brainstormed with the working team on what we would like to have encompassed in the Community, and Lithium took this information in order to present us with wireframes. Following an approval process to ensure that we were all aligned, Lithium provided us with mockups. Once the mockup approval process was complete, Lithium proceeded to redesign the Community in Stage, and then came the launch of our brilliant new Community followed by a short post launch UAT process.

 

All in all, the process was seamless and we’re very proud of the Community we have today. We couldn’t be happier!

 

In early 2016, we went through a similar yet smaller scale redesign and UAT process in order to enhance our mobile responsiveness. We collaborated with Lithium to complete this. This second process was less extensive and seamless.

 

We worked internally with our brand team to redesign our email notifications, and thanks to the efficiency of Stage and the helpful tips and instructions from the Lithium Community, we were able to launch our new email notifications on our own without any snags.

 

We also used Lithium’s professional services to redesign and launch our badges.

 

Our Success

 

Compared to 2014, 2015 was clearly a winning year for us. Our registered members increased by 44%. The number of posts increased by a whopping 105%. Our page views and unique visitors increased by 57% and 61% respectively. All these increases in traffic and liveliness, along with other factors such as the implementation of our MVP program, resulted in our CHI score going up by 159 points.

 

Untitled30.png


Fido logo.jpg

Company: Fido (Rogers Communications)

Contact: Caroline Lalonde (Social Media Support and Community Manager)

Community: Fido Community

Lithy category: Community Design of the Year

 

Fido connects Canadians to the things they love through its ultrafast LTE network, as well as services such as Fido Pulse Plans and Fido Home Internet (Fido Home Internet currently only available in parts of Ontario).

 

Fido was originally launched by Microcell Solutions Inc. in 1996 and went on to revolutionize the wireless industry in Canada with a unique approach to pricing, a money-back satisfaction guarantee and more. Today, we continue to move ahead with new voice and data technologies as well as the latest in wireless Internet services to keep you connected to what matters most in your life.

 

The Fido network consists of three network technologies GSM, 4G HSPA+ and now LTE – the new global gold standard of wireless technology. Fido wireless compatible devices fall back onto each network, assuring you have a network to fall back onto. Fido also offers its customers access to the FidoTM wireless network coast-to-coast and with over 300 roaming partners in over 200 countries your device will be compatible wherever you travel.

 

Our Goals

 

Based on our target market, the Fido brand’s main focus is to enhance and grow servicing through self-serve. Our Community is a big part of this focus as it allows customers to help out other customers, and houses a lot of information/solutions, which in turn brings cost savings to the company. Our Community goals in 2015 were to:

 

  • Redesign our Community in order to enhance the customer experience.
  • Improve functionalities and navigation.
  • Promote growth of the Community through various initiatives and promotional tactics.
  • Optimize the content and increase the useful information for our members.

 

How We Stand Out

 

What makes our Community unique is our overall brand-aligned layout, our seamless navigation experience, our custom components, and our front and center search bar. Each of our boards have their own topic-specific banner with an embedded welcome message so our members feel at home. We also made sure that our website header appeared at the top of every page, so members would get the feeling that they are still on our website.

 

When we launched our front and center search bar, the focus was on improving the overall navigation experience. We figured “what’s the point of having all this useful information if you’re having trouble finding it?”. The search tool now displays results found throughout the Community, as opposed to results found within the specific board from which the search was initiated.

 

Untitled22.png 

Untitled23.png

 

We also have a big focus on people! We promote our super users (aka MVPs, or Most Valuable Posters), our Community crew and we introduced hover cards to create more life and real people to the experience. We even have leader boards on the Community home page so everyone can see who’s ripping it! Fido is all about bringing people together.

 

Untitled24.pngUntitled25.png

 

In 2015, we completed a redesign of our Gamification strategy.

 

  • Our ranking structure was redefined to replace outdated titles to cooler, more personal titles like ‘I’m a prodigy’.
  • We launched badges with brand-aligned images, names and descriptions in order to give our Community members the recognition they deserve.

 

Untitled26.png

b.png

 

We also redesigned all of our notification emails to make sure they were aligned with our branding.

 

Untitled27.png

 

In Q1 of 2016, we introduced a responsive mobile experience.

 

Untitled28.png

 

All these amazing features combined allow us to provide best in class experience aligned with our brand objectives.

 

Designing an Awesome Community

 

In order to transform our Community into one that would most please our members, we opted to work with Lithium so as to capitalize on their expertise. We also created an internal working team, combined of the Community crew, Digital, Communications and Brand team.

 

Untitled29.png

 

Benchmarking best practices, we selected elements of our brand image, such as “we are a people company”, and incorporated them into our community image design. We brainstormed with the working team on what we would like to have encompassed in the Community, and Lithium took this information in order to present us with wireframes. Following an approval process to ensure that we were all aligned, Lithium provided us with mockups. Once the mockup approval process was complete, Lithium proceeded to redesign the Community in Stage, and then came the launch of our brilliant new Community followed by a short post launch UAT process.

 

All in all, the process was seamless and we’re very proud of the Community we have today. We couldn’t be happier!

 

In early 2016, we went through a similar yet smaller scale redesign and UAT process in order to enhance our mobile responsiveness. We collaborated with Lithium to complete this. This second process was less extensive and seamless.

 

We worked internally with our brand team to redesign our email notifications, and thanks to the efficiency of Stage and the helpful tips and instructions from the Lithium Community, we were able to launch our new email notifications on our own without any snags.

 

We also used Lithium’s professional services to redesign and launch our badges.

 

Our Success

 

Compared to 2014, 2015 was clearly a winning year for us. Our registered members increased by 44%. The number of posts increased by a whopping 105%. Our page views and unique visitors increased by 57% and 61% respectively. All these increases in traffic and liveliness, along with other factors such as the implementation of our MVP program, resulted in our CHI score going up by 159 points.

 

Untitled30.png

Status:
2016 Lithy Submission

Lithys 2016: SmartBear - Community Design of the Y...

By JaniceK

Lithys 2016: SmartBear - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎03-31-2016 04:23 PM - last edited on ‎05-03-2016 08:46 AM by Moderator Moderator

Untitled1.pngCompany: SmartBear


Entry submitted by: Tatyana Gorbunova (Community Manager)

Community: SmartBear Community 

Lithy category:  Community Design of the Year

 

As the leader in software quality tools for the connected world, SmartBear supports more than four million software professionals and over 25,000 organizations in 194 countries that use its products to build and deliver the world’s greatest applications. With today’s applications deploying on mobile, Web, desktop, Internet of Things (IoT) or even embedded computing platforms, the connected nature of these applications through public and private APIs presents a unique set of challenges for developers, testers and operations teams. SmartBear's software quality tools assist with code review, functional and load testing, API readiness as well as performance monitoring of these modern applications.

 

In February 2015, we launched http://community.smartbear.com on the Lithium engine. By that time, we had forums for different products. They had their own design, gamification features, etc. It was a big challenge for us to unite all forums on one Lithium engine – we didn’t want to reduce the features we had on our old forums. In addition to this, we wanted to add more modern features provided by Lithium.

 

 

One of the main requirements was related to the community design – we wanted to see a branded community. Our designers worked hard on every image we added to the Community pages. In addition to modern design, we wanted to have more than just forums in the Community. Now, the SmartBear Community includes forums, feature request areas, Community Matters Blog, SmartBear Developer Network, Customer Advisory Board, different user groups and much more.

 

Here is the Community home page:

 

SmartBear Home Page.png

 

We regularly analyze community metrics, and they prove the success of our new Community. We achieved the 500% growth of visits to our Community by the end of 2015! We expect to see this trend in 2016 as we put much effort into the SmartBear Community.

 

Metrics

YoY Growth,%

CHI

+18%

New Topics

+58%

#Solutions

+240%

#Kudos

+280%

Visits

+500%


Untitled1.pngCompany: SmartBear


Entry submitted by: Tatyana Gorbunova (Community Manager)

Community: SmartBear Community 

Lithy category:  Community Design of the Year

 

As the leader in software quality tools for the connected world, SmartBear supports more than four million software professionals and over 25,000 organizations in 194 countries that use its products to build and deliver the world’s greatest applications. With today’s applications deploying on mobile, Web, desktop, Internet of Things (IoT) or even embedded computing platforms, the connected nature of these applications through public and private APIs presents a unique set of challenges for developers, testers and operations teams. SmartBear's software quality tools assist with code review, functional and load testing, API readiness as well as performance monitoring of these modern applications.

 

In February 2015, we launched http://community.smartbear.com on the Lithium engine. By that time, we had forums for different products. They had their own design, gamification features, etc. It was a big challenge for us to unite all forums on one Lithium engine – we didn’t want to reduce the features we had on our old forums. In addition to this, we wanted to add more modern features provided by Lithium.

 

 

One of the main requirements was related to the community design – we wanted to see a branded community. Our designers worked hard on every image we added to the Community pages. In addition to modern design, we wanted to have more than just forums in the Community. Now, the SmartBear Community includes forums, feature request areas, Community Matters Blog, SmartBear Developer Network, Customer Advisory Board, different user groups and much more.

 

Here is the Community home page:

 

SmartBear Home Page.png

 

We regularly analyze community metrics, and they prove the success of our new Community. We achieved the 500% growth of visits to our Community by the end of 2015! We expect to see this trend in 2016 as we put much effort into the SmartBear Community.

 

Metrics

YoY Growth,%

CHI

+18%

New Topics

+58%

#Solutions

+240%

#Kudos

+280%

Visits

+500%

Status:
2016 Lithy Submission

Lithys 2016: Vodafone Spain - Community Design of ...

By JaniceK

Lithys 2016: Vodafone Spain - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 03:53 PM - last edited on ‎05-03-2016 08:30 AM by Moderator Moderator

ybgfv.pngCompany: Vodafone Spain    

Contact: Alejandro Moreno ( Community Manager)

Community:   Foro Vodafone 

Lithy category: Community Design of the Year

 

Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 57 more, and fixed broadband operations in 17 markets. As of 31 December 2015, Vodafone had 461 million mobile customers and 13 million fixed broadband customers.

 

Vodafone Spain has 14.255.000 mobile customers and 2.960.000 fixed broadband customers. All of them get benefit of the experience and capacity of a world leader that helps its customers to be better connected. For more info: please visit: www.vodafone.es

 

Our community goals

 

We wanted to increase visits to the community, the number of users. To achive them, we redesigned our community homepage and added a new version accessible via Smartphone and tablets. We have also boosted our Vodafone Heroes User Programme and enhanced content created in the Community. 

 

The design elements that make our community unique

 

We have created a very visual and usable community where you can browse all categories at a glance to directly choose where to post. Also we have included direct links to the most important sections Vodafone’s website like mobile coverage and Management tips for our Vodafone Private Area from web and App.

 

Community design:

 

Vodafone Espana community screenshot.jpg

 

Mobile design:

 

Vodafone Espana mobile.jpg

 

How we executed our community design

 

We used Clicks heatmaps to detect the hotspots and help us to do a better design tracking most popular links and sessions. We wanted to make it more useful and organized through a very simply and insightful menu of categories and attractive banners.

 

Our metrics

 

  Our achievements during 2015 were:  

  • Nealy 15K new registered users.
  • Over 386 content posts generated by Community Manager to engage users.
  • Almost 4.8 million visits during 2015 and over 100K total posts within the Community.
  • 15% increase on NPS and over 90% resolution rate on our Employees contacts.  

 

Visits

Vodafone Espana chart 1.jpg

 

 

Completed Registrations

Vodafone Espana chart 2.jpg

 

 

Member Time

Vodafone Espana chart 3.jpg

 

 

CHI

Vodafone Espana chart 4.jpg

 

    

 


ybgfv.pngCompany: Vodafone Spain    

Contact: Alejandro Moreno ( Community Manager)

Community:   Foro Vodafone 

Lithy category: Community Design of the Year

 

Vodafone Spain is part of Vodafone Group, one of the world’s largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 57 more, and fixed broadband operations in 17 markets. As of 31 December 2015, Vodafone had 461 million mobile customers and 13 million fixed broadband customers.

 

Vodafone Spain has 14.255.000 mobile customers and 2.960.000 fixed broadband customers. All of them get benefit of the experience and capacity of a world leader that helps its customers to be better connected. For more info: please visit: www.vodafone.es

 

Our community goals

 

We wanted to increase visits to the community, the number of users. To achive them, we redesigned our community homepage and added a new version accessible via Smartphone and tablets. We have also boosted our Vodafone Heroes User Programme and enhanced content created in the Community. 

 

The design elements that make our community unique

 

We have created a very visual and usable community where you can browse all categories at a glance to directly choose where to post. Also we have included direct links to the most important sections Vodafone’s website like mobile coverage and Management tips for our Vodafone Private Area from web and App.

 

Community design:

 

Vodafone Espana community screenshot.jpg

 

Mobile design:

 

Vodafone Espana mobile.jpg

 

How we executed our community design

 

We used Clicks heatmaps to detect the hotspots and help us to do a better design tracking most popular links and sessions. We wanted to make it more useful and organized through a very simply and insightful menu of categories and attractive banners.

 

Our metrics

 

  Our achievements during 2015 were:  

  • Nealy 15K new registered users.
  • Over 386 content posts generated by Community Manager to engage users.
  • Almost 4.8 million visits during 2015 and over 100K total posts within the Community.
  • 15% increase on NPS and over 90% resolution rate on our Employees contacts.  

 

Visits

Vodafone Espana chart 1.jpg

 

 

Completed Registrations

Vodafone Espana chart 2.jpg

 

 

Member Time

Vodafone Espana chart 3.jpg

 

 

CHI

Vodafone Espana chart 4.jpg

 

    

 

Status:
2016 Lithy Submission

Lithys 2016: Nextbit - Community Design of the Yea...

By JaniceK

Lithys 2016: Nextbit - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎05-01-2016 12:12 PM - last edited on ‎05-03-2016 08:20 AM by Moderator Moderator

media-kit-nextbit-logo-long.pngCompany: Nextbit

Contact: Kay Linayao (Program Manager, Community and Social Media)   

Community: The Nextbit Community

Lithy category: Community Design of the Year

 

Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.

 

Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.

 

Nexbit investors include Google Ventures and Accel Partners.

 

Our community goals

    

Our goal is engagement, creating a strong sense of community, and leveraging peer-to-peer support.

 

Our unique design elements 

 

Nextbit Robin (the product) has great design, and our community is no different. Most communities, as we’ve seen, are pretty plain and simple. We add a spice of life by adding lifestyle photography to our homepage: nextbit.com/community

 

Nextbit Robin.jpg

 

How we executed our community design

 

To execute, we always kept our brand experience in mind. For example, the header and footer of the community is consistent across all nextbit.com websites.

 

Header:

Nextbit header.jpg

Footer:

Nextbit footer.jpg

 

Our results

 

We measure the success of our design based on: increased number of casual users v. observers, increased number of top contributors, page views, unique visits, traffic to website.

 

We’ve seen these exciting results in the first two months of launching our community:

  • 21,144 Unique Visitors
  • 79,714 Visits
  • 12,867 Posts
  • 531,186 Page Views
  • 7,328 Kudos given

 

d vcx.png

 


media-kit-nextbit-logo-long.pngCompany: Nextbit

Contact: Kay Linayao (Program Manager, Community and Social Media)   

Community: The Nextbit Community

Lithy category: Community Design of the Year

 

Nextbit has created the only cloud-first, design-forward smartphone for anyone who wants to be freed from the limits of today’s mobile technology.

 

Nextbit was founded in 2013 by early Android veterans Tom Moss and Mike Chan, and is based in San Francisco. In order to produce a high-end, groundbreaking phone that would surmount common smartphone shortcomings, Moss and Chan brought on former HTC design lead Scott Croyle, best known for designing the iconic HTC One M7 and M8. Croyle was hired in 2014 and serves as Chief Design and Product Officer. The team has developed an elegant, cloud-first Android smartphone that will extend the storage capabilities of the phone beyond what the specifications currently allow, designed from start to finish in San Francisco.

 

Nexbit investors include Google Ventures and Accel Partners.

 

Our community goals

    

Our goal is engagement, creating a strong sense of community, and leveraging peer-to-peer support.

 

Our unique design elements 

 

Nextbit Robin (the product) has great design, and our community is no different. Most communities, as we’ve seen, are pretty plain and simple. We add a spice of life by adding lifestyle photography to our homepage: nextbit.com/community

 

Nextbit Robin.jpg

 

How we executed our community design

 

To execute, we always kept our brand experience in mind. For example, the header and footer of the community is consistent across all nextbit.com websites.

 

Header:

Nextbit header.jpg

Footer:

Nextbit footer.jpg

 

Our results

 

We measure the success of our design based on: increased number of casual users v. observers, increased number of top contributors, page views, unique visits, traffic to website.

 

We’ve seen these exciting results in the first two months of launching our community:

  • 21,144 Unique Visitors
  • 79,714 Visits
  • 12,867 Posts
  • 531,186 Page Views
  • 7,328 Kudos given

 

d vcx.png

 

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:
2016 Lithy Submission

Lithys 2016: SS&C Advent - Community Design of...

By JaniceK

Lithys 2016: SS&C Advent - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 11:38 AM - last edited on ‎05-03-2016 08:32 AM by Moderator Moderator

Untitled34.pngCompany: SS&C Advent

Entry submitted by: Ellen Pun (Community Manager)

Community: Advent Community

Lithy Category: Community Design of the Year

 

SS&C Technologies, Inc. provides mission-critical software and software-enabled services for the global financial services industry. SS&C has more than 7,500 employees worldwide, located in the Windsor, Connecticut headquarters, and offices throughout North America, Europe, Asia Pacific, and Australia. SS&C provides the global financial services industry with a broad range of highly specialized software, software enabled-services and software as a service (SaaS) solutions for operational excellence. We deliver mission-critical processing for information management, analysis, trading, accounting, reporting and compliance.

 

Our community goals

 

Advent Community is intended to help our clients solve their problems through a variety of different channels. The community acts as a hub for content, connecting people, and a platform for interaction. It is a place for two way flow of communication between Advent and the ecosystem we interact with. We want to be able to connect our users with personalized and relevant content and capture feedback to help improve our software, services, and our community experience. It is our intention to make information and answers easy to access, with support, particularly phone support, being the last resort. We want our users to be able to share their thoughts with their peers and with Advent and know that they will be heard.

 

The design elements that make our community stand out

 

We designed community to be able to provide an easy way to access the information users are looking for while providing transparency into the future of our products.

 

We publish our product roadmaps on Community. Each product roadmap item is linked back to the product’s idea exchange, directly to the idea. We’re able to highlight which roadmap items originate from community members and we make it easy for others to comment and vote as well. By publishing Advent-originated items, we invite comments and questions from users about why features are important. Users are not only able to see the direct impact that they have on our product but we believe that knowing specifically where the product is going can help make the decision to upgrade an easier one.

 

We also publish our products’ known issues (called Fixes & Requests, or F&R) in an effort to be transparent and to help divert support requests. While the UI of these pages runs on Kendo UI, the backend of the page is a hidden Lithium discussion board. Each F&R item is posted as a topic to the board associated with the product. By leveraging the subscription capability of Lithium Discussions, users are updated when the product team makes an update rather than needing to start a support case.

 

We’ve made improvements to our site header and menu. We added “quick action” buttons to the header to start a new discussion post, create a new idea, or start a new support case. We highlighted these frequently used actions in order to help lower the barrier to engage. We’ve also added the ability to set and indicate your product version in the menu. By knowing what matters to the user, we’re able to deliver the most relevant content in search results.

 

How we executed our community design

 

We are always actively collecting feedback from clients both in person and online. Our CSM team incorporates a section on Community during their client quarterly business reviews. We speak with clients about Community during our annual client conference. During our session, we showed previews of upcoming ideas for improvements and often modify these ideas based on the conversations we have about them. We were able to survey s on different areas of the site to learn which areas of the site needed the most improvement. Most importantly, we collect information from the Feedback board on Community.

 

The Community team aggregated the feedback and brought it to our internal UI/UX team to ensure that we were not only creating a better site experience but one that was consistent with the look and feel of the Advent brand. The common color palate and use of shared technology platforms provide s with a consistent and seamless transition when moving between our software and Community.

 

Kendo UI’s intuitive design of the filters, groupings, and the clean aesthetic make the grids a great way for us to organize and sort through the large amounts of data that live within Fixes & Requests and our Product Roadmaps. We first applied the Kendo UI to our support case portal. After it was clear that it was intuitive to use, we then rolled it out to Fixes & Requests and the Product Roadmaps. Now that other internal teams have seen the benefits it has been integrated into future designs for other parts of our Community to be integrated later this year.

 

Our metrics

 

A large part of our site design is focused on the ability to surface relevant content as you browse different parts of the site. We also want to make your frequent actions easy to access.

 

We allow users to mark their favorite products with a star in the products menu. Starring the product not only makes the product easier to access within the menu, but it subscribes you to that product’s discussion board. Upon logging in, the primary part of the home page is focused on the user’s subscriptions. Updates to discussions about the products you use are front and center on the page.

 

To take that a step further, users have the option to set the product version they use. We store that information and use that to better surface relevant content within search results. By default, we’ll list information about the newest product version first but we don’t want users to have to sift through multiple results if they’re not using the latest version. Currently, 25% of our active user base has set product preferences. We redesigned and released our new-user experience last month which prompts and encourages users to set these preferences. We hope to see this number increase with time.

 

Our Fixes & Requests boards allow users to subscribe to over 23,000 product updates. While these settings and subscriptions (and discussion and idea subscriptions) allow us to better deliver information to users, we may have made things too easy to come. We’ve found that while many have subscriptions set up to their advantage, they are consuming the information via email rather than logging in. We actively post webinar recordings and other items that users can only access upon logging in but continue to work on campaigns to drive visitation and log in.

 

Home page with Subscriptions and Quick action buttons

 

Untitled35.png

 

 

Fixes & Requests and Subscription Ability

 

Untitled36.png

 

Product Roadmap with Client and Advent Ideas

 

Untitled37.png

 

Product Menu with Product and Version settings

 

Untitled38.png

 

 

 


Untitled34.pngCompany: SS&C Advent

Entry submitted by: Ellen Pun (Community Manager)

Community: Advent Community

Lithy Category: Community Design of the Year

 

SS&C Technologies, Inc. provides mission-critical software and software-enabled services for the global financial services industry. SS&C has more than 7,500 employees worldwide, located in the Windsor, Connecticut headquarters, and offices throughout North America, Europe, Asia Pacific, and Australia. SS&C provides the global financial services industry with a broad range of highly specialized software, software enabled-services and software as a service (SaaS) solutions for operational excellence. We deliver mission-critical processing for information management, analysis, trading, accounting, reporting and compliance.

 

Our community goals

 

Advent Community is intended to help our clients solve their problems through a variety of different channels. The community acts as a hub for content, connecting people, and a platform for interaction. It is a place for two way flow of communication between Advent and the ecosystem we interact with. We want to be able to connect our users with personalized and relevant content and capture feedback to help improve our software, services, and our community experience. It is our intention to make information and answers easy to access, with support, particularly phone support, being the last resort. We want our users to be able to share their thoughts with their peers and with Advent and know that they will be heard.

 

The design elements that make our community stand out

 

We designed community to be able to provide an easy way to access the information users are looking for while providing transparency into the future of our products.

 

We publish our product roadmaps on Community. Each product roadmap item is linked back to the product’s idea exchange, directly to the idea. We’re able to highlight which roadmap items originate from community members and we make it easy for others to comment and vote as well. By publishing Advent-originated items, we invite comments and questions from users about why features are important. Users are not only able to see the direct impact that they have on our product but we believe that knowing specifically where the product is going can help make the decision to upgrade an easier one.

 

We also publish our products’ known issues (called Fixes & Requests, or F&R) in an effort to be transparent and to help divert support requests. While the UI of these pages runs on Kendo UI, the backend of the page is a hidden Lithium discussion board. Each F&R item is posted as a topic to the board associated with the product. By leveraging the subscription capability of Lithium Discussions, users are updated when the product team makes an update rather than needing to start a support case.

 

We’ve made improvements to our site header and menu. We added “quick action” buttons to the header to start a new discussion post, create a new idea, or start a new support case. We highlighted these frequently used actions in order to help lower the barrier to engage. We’ve also added the ability to set and indicate your product version in the menu. By knowing what matters to the user, we’re able to deliver the most relevant content in search results.

 

How we executed our community design

 

We are always actively collecting feedback from clients both in person and online. Our CSM team incorporates a section on Community during their client quarterly business reviews. We speak with clients about Community during our annual client conference. During our session, we showed previews of upcoming ideas for improvements and often modify these ideas based on the conversations we have about them. We were able to survey s on different areas of the site to learn which areas of the site needed the most improvement. Most importantly, we collect information from the Feedback board on Community.

 

The Community team aggregated the feedback and brought it to our internal UI/UX team to ensure that we were not only creating a better site experience but one that was consistent with the look and feel of the Advent brand. The common color palate and use of shared technology platforms provide s with a consistent and seamless transition when moving between our software and Community.

 

Kendo UI’s intuitive design of the filters, groupings, and the clean aesthetic make the grids a great way for us to organize and sort through the large amounts of data that live within Fixes & Requests and our Product Roadmaps. We first applied the Kendo UI to our support case portal. After it was clear that it was intuitive to use, we then rolled it out to Fixes & Requests and the Product Roadmaps. Now that other internal teams have seen the benefits it has been integrated into future designs for other parts of our Community to be integrated later this year.

 

Our metrics

 

A large part of our site design is focused on the ability to surface relevant content as you browse different parts of the site. We also want to make your frequent actions easy to access.

 

We allow users to mark their favorite products with a star in the products menu. Starring the product not only makes the product easier to access within the menu, but it subscribes you to that product’s discussion board. Upon logging in, the primary part of the home page is focused on the user’s subscriptions. Updates to discussions about the products you use are front and center on the page.

 

To take that a step further, users have the option to set the product version they use. We store that information and use that to better surface relevant content within search results. By default, we’ll list information about the newest product version first but we don’t want users to have to sift through multiple results if they’re not using the latest version. Currently, 25% of our active user base has set product preferences. We redesigned and released our new-user experience last month which prompts and encourages users to set these preferences. We hope to see this number increase with time.

 

Our Fixes & Requests boards allow users to subscribe to over 23,000 product updates. While these settings and subscriptions (and discussion and idea subscriptions) allow us to better deliver information to users, we may have made things too easy to come. We’ve found that while many have subscriptions set up to their advantage, they are consuming the information via email rather than logging in. We actively post webinar recordings and other items that users can only access upon logging in but continue to work on campaigns to drive visitation and log in.

 

Home page with Subscriptions and Quick action buttons

 

Untitled35.png

 

 

Fixes & Requests and Subscription Ability

 

Untitled36.png

 

Product Roadmap with Client and Advent Ideas

 

Untitled37.png

 

Product Menu with Product and Version settings

 

Untitled38.png

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: Electronic Arts - Community Design of...

By JaniceK

Lithys 2016: Electronic Arts - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-27-2016 02:20 PM - last edited on ‎05-03-2016 08:30 AM by Moderator Moderator

small.pngCompany: Electronic Arts

Contact: Dana Baldwin, Community Program Manager

Community:  Answers HQ 

Lithy category: Community Design of the Year

 

The Worldwide Customer Experience (WWCE) organization provides support to customers across all the games that Electronic Arts (EA) publishes. The Social and Community team manages the Answers HQ Community and engages with players on social media channels. To provide the best customer experience, there for our players where they need us, when they need us. Social media and online communities are an integral part of our customer experience strategy and an important way that we support and engage with our players.

 

The AHQ online community is significant, with over 10.8M registered users and more than 277k new topics over the past year across five languages. In LSW, we monitor 75 social media channels with over 11.2M posts in the past year. Having an integrated approach to total community provides our team with a consistent experience that can be measured in LSI.

 

Community Goals

Answers HQ (AHQ) provides support to our customers with both player-to-player and official EA answers to game information, game play, and technical questions. AHQ support stretches across five languages and over 150 titles. With the AHQ Redesign launch in 2015, our team set five major project goals:

  • Improve global navigation, site search placement, and site structure to connect our customers with the information they need quickly and efficiently.
  • Introduce site theming for game-specific branding all the way down to the post level.
  • Establish a look and feel for site assets that fit within the overall EA brand.
  • Integrate iconography, rank icons, badges, and avatars that reinforce customer status and brand identification.
  • Expand a limited responsive feature set into a fully responsive site.

 

AHQ Site Elements:

 

EA Brand Identity

 

Answers HQ was the first full EA site to launch within the new EA corporate brand identity. By utilizing our established, EA pattern library and game-themed visual assets, AHQ is now part of a more cohesive experience for players arriving to the site from in-game support links, EA Help and other EA franchise sites.

           

Navigation and Search

Answers HQ grew from a single language Beta site into supporting five languages over a period of three years without any major design upgrades. There were several side effects of adding features on one at a time such as, an absence of language selection options, poor site navigation options, and a search box relegated to the header of the page.

 

sc.png

     AHQ Home Page before site update – September 2015

 

With the site update, we created a global header that incorporates site navigation, language navigation, site login, account links, and search into every page of the site.  

 

trgfvc.png

 

AHQ Home Page after update – Current

 

rge4.png

 

Content Blocks and Promotional Spaces

On average, 95% of Answers HQ visitors come from search engines and referrals from non-EA sites. AHQ posts often outrank our own help articles in search results. Because of this, many AHQ users are unaware of help articles and paths to contact EA Advisors for issues that the community cannot solve. The updated AHQ site design utilizes the headers of all home category and board pages, and the right side of all site pages, to link our players to popular EA Help articles, top posts on AHQ, and the path to contact us. Our Content Services team works closely with our Community team to keep the content updated and relevant to current issues for each game and language.

 

453.png

Game-specific content placement

 

52.png

Game-specific help and promotional content blocks

 

34w.png

Issue-based and promotional content blocks

 

Game theming

Before updating the site, AHQ had a single, fixed background for all pages. Adding a leaderboard to a page, changing the boards on the home page, and any updates outside of site-driven content and announcements required a developer to update site code and deploy changes during a maintenance window. We set out to increase the flexibility of page layouts and introduce game-specific imagery across all pages with the site redesign. Game backgrounds provide additional context for players that arrive on AHQ pages via search and help our game teams preserve their brand identity.

 

4543.png

Franchise and game-level site imagery

 

Iconography and Bounty System

The AHQ site update introduced a new icon set for all posts. The icon set helps players navigate across types of posts, hot issues, and solved posts. We introduced an “EA Official” solution icon that alerts customers of solutions written by or approved by EA Community Managers. We also introduced a point value, or bounty, for unanswered posts based on the number of replies, me too count, XP (kudos) total, and age of the post. Players who provide an accepted solution to the post receive additional XP for the total bounty amount.

 

fws.pngomfd.png

Post icons and icon legend

 

Execution

 

Every step of the AHQ Redesign involved both EA stakeholders and our community super users. We wanted to make sure we were designing and executing the project with both EA and player needs in mind. As we gathered internal requirements needed to support our business, we utilized ideas submitted via AHQ and surveys to prioritize features and design elements that the community wanted. Throughout the design phase of the project, we held review sessions with our team and our super users to refine the site mock ups and images. Prior to scheduling our launch, we granted super users full access to our staging environment. This allowed them to test out the new designs alongside our internal testing teams.  

 

In September, we rolled out the final site design in one large deploy. This allowed for site updates and configuration before our extremely busy fall and holiday launch schedule. In the immediate weeks following launch, we merged two large communities from other EA forum sites into AHQ.

           

Results

 

In addition to bringing in two additional EA communities to our AHQ structure, the AHQ Redesign resulted in improvements year after year in multiple areas:

  • On-site searches increased 51%
  • XP (kudos) per post increased from .1 to 2.9
  • XP per topic increased from .5 to 9.2
  • Replies per topic increased 10%
  • Players have earned over 7 million badges for community activity

 

grbfdv.png

Game-themed badges

mlk.png

Rank-based badges

gbfdvcx.png

Achievement-based badges


small.pngCompany: Electronic Arts

Contact: Dana Baldwin, Community Program Manager

Community:  Answers HQ 

Lithy category: Community Design of the Year

 

The Worldwide Customer Experience (WWCE) organization provides support to customers across all the games that Electronic Arts (EA) publishes. The Social and Community team manages the Answers HQ Community and engages with players on social media channels. To provide the best customer experience, there for our players where they need us, when they need us. Social media and online communities are an integral part of our customer experience strategy and an important way that we support and engage with our players.

 

The AHQ online community is significant, with over 10.8M registered users and more than 277k new topics over the past year across five languages. In LSW, we monitor 75 social media channels with over 11.2M posts in the past year. Having an integrated approach to total community provides our team with a consistent experience that can be measured in LSI.

 

Community Goals

Answers HQ (AHQ) provides support to our customers with both player-to-player and official EA answers to game information, game play, and technical questions. AHQ support stretches across five languages and over 150 titles. With the AHQ Redesign launch in 2015, our team set five major project goals:

  • Improve global navigation, site search placement, and site structure to connect our customers with the information they need quickly and efficiently.
  • Introduce site theming for game-specific branding all the way down to the post level.
  • Establish a look and feel for site assets that fit within the overall EA brand.
  • Integrate iconography, rank icons, badges, and avatars that reinforce customer status and brand identification.
  • Expand a limited responsive feature set into a fully responsive site.

 

AHQ Site Elements:

 

EA Brand Identity

 

Answers HQ was the first full EA site to launch within the new EA corporate brand identity. By utilizing our established, EA pattern library and game-themed visual assets, AHQ is now part of a more cohesive experience for players arriving to the site from in-game support links, EA Help and other EA franchise sites.

           

Navigation and Search

Answers HQ grew from a single language Beta site into supporting five languages over a period of three years without any major design upgrades. There were several side effects of adding features on one at a time such as, an absence of language selection options, poor site navigation options, and a search box relegated to the header of the page.

 

sc.png

     AHQ Home Page before site update – September 2015

 

With the site update, we created a global header that incorporates site navigation, language navigation, site login, account links, and search into every page of the site.  

 

trgfvc.png

 

AHQ Home Page after update – Current

 

rge4.png

 

Content Blocks and Promotional Spaces

On average, 95% of Answers HQ visitors come from search engines and referrals from non-EA sites. AHQ posts often outrank our own help articles in search results. Because of this, many AHQ users are unaware of help articles and paths to contact EA Advisors for issues that the community cannot solve. The updated AHQ site design utilizes the headers of all home category and board pages, and the right side of all site pages, to link our players to popular EA Help articles, top posts on AHQ, and the path to contact us. Our Content Services team works closely with our Community team to keep the content updated and relevant to current issues for each game and language.

 

453.png

Game-specific content placement

 

52.png

Game-specific help and promotional content blocks

 

34w.png

Issue-based and promotional content blocks

 

Game theming

Before updating the site, AHQ had a single, fixed background for all pages. Adding a leaderboard to a page, changing the boards on the home page, and any updates outside of site-driven content and announcements required a developer to update site code and deploy changes during a maintenance window. We set out to increase the flexibility of page layouts and introduce game-specific imagery across all pages with the site redesign. Game backgrounds provide additional context for players that arrive on AHQ pages via search and help our game teams preserve their brand identity.

 

4543.png

Franchise and game-level site imagery

 

Iconography and Bounty System

The AHQ site update introduced a new icon set for all posts. The icon set helps players navigate across types of posts, hot issues, and solved posts. We introduced an “EA Official” solution icon that alerts customers of solutions written by or approved by EA Community Managers. We also introduced a point value, or bounty, for unanswered posts based on the number of replies, me too count, XP (kudos) total, and age of the post. Players who provide an accepted solution to the post receive additional XP for the total bounty amount.

 

fws.pngomfd.png

Post icons and icon legend

 

Execution

 

Every step of the AHQ Redesign involved both EA stakeholders and our community super users. We wanted to make sure we were designing and executing the project with both EA and player needs in mind. As we gathered internal requirements needed to support our business, we utilized ideas submitted via AHQ and surveys to prioritize features and design elements that the community wanted. Throughout the design phase of the project, we held review sessions with our team and our super users to refine the site mock ups and images. Prior to scheduling our launch, we granted super users full access to our staging environment. This allowed them to test out the new designs alongside our internal testing teams.  

 

In September, we rolled out the final site design in one large deploy. This allowed for site updates and configuration before our extremely busy fall and holiday launch schedule. In the immediate weeks following launch, we merged two large communities from other EA forum sites into AHQ.

           

Results

 

In addition to bringing in two additional EA communities to our AHQ structure, the AHQ Redesign resulted in improvements year after year in multiple areas:

  • On-site searches increased 51%
  • XP (kudos) per post increased from .1 to 2.9
  • XP per topic increased from .5 to 9.2
  • Replies per topic increased 10%
  • Players have earned over 7 million badges for community activity

 

grbfdv.png

Game-themed badges

mlk.png

Rank-based badges

gbfdvcx.png

Achievement-based badges

Status:
2016 Lithy Submission

Lithys 2016: Comcast - Community Design of the Yea...

By JaniceK

Lithys 2016: Comcast - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-05-2016 12:55 AM - last edited on ‎05-03-2016 08:44 AM by Moderator Moderator

Untitled63.pngCompany:  Comcast 

Entry submitted by: Matt Verna (Analyst)

Community: Comcast Help & Support Forums 

Lithy category:  Community Design of the Year 

 

 Comcast Cable is one of the nation's largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build a sophisticated network that delivers the fastest broadband speeds, and brings customers personalized video, communications and home management offerings. 

 

Who we are?

 

Comcast brings together the best in media and technology. We drive innovation to create the world’s best entertainment and online experiences. XFINITY TV offers customers the best viewing experience anytime, anywhere, with the most extensive collection of entertainment available on XFINITY On Demand, online at xfinity.com/tv, through the XFINITY TV App, XFINITY TV Go App, XFINITY My Account App and on XFINITY Streampix. The X1 Entertainment Operating System reflects the powerful innovation of bringing TV and Internet together to deliver a superior entertainment and communications experience for consumers. X1 delivers the simplest, fastest and most complete way for our customers to access all their entertainment from all of their screens. We provide the nation’s fastest most reliable Internet and in-home Wi-Fi speeds to more than 22 million high-speed Internet customers, even during peak use. Our millions of XFINITY Wi-Fi hotspots, allow customers to connect at the fastest Wi-Fi speeds around town. XFINITY Voice is an innovative and reliable IP-enabled home phone service that delivers digital-quality phone service with all of the functions of a traditional phone service, plus enhanced features that are integrated with other Comcast services. XFINITY Home is a growing collection of innovative security and smart home services that give customers added convenience and peace of mind.

 

Comcast Help & Support Forums:

 

Our Help & Support Forums are a great place for customers to find answers about their XFINITY products or to get help for service issues. Our forums get over two million unique visitors per month and if you search for a product or service question, links to our Forum pages are right at the top of the results.

 

Our forums are a place to learn from fellow customers. Nearly 98% of the searches conducted by visitors to the forums turn up related results that were generated by others posing similar questions.

Our forums have been a great resource for years. In 2015 we strove to make the forums as easy as possible for our customers to use, so we rebuilt them from the ground up, with a completely new user interface and easier navigation. But we didn’t stop there, with over 40% of our customers accessing our community from smart phones and tablets, we partnered with Lithium to deliver a fully responsive design that launched in the beginning of 2016.

 

Improved Search

 

The most striking change in our new layout was bringing Search front and center for any customer to locate what they’re looking for. Additionally, our new search function now includes real-time suggestions for posts that match customer search terms. There’s also the option to create a new post right from the search bar if none of the results answer the customer’s question.

 

Untitled64.png

 

Improved Content Categorization 

 

We’ve organized all the content to help our users find answers and solve problems faster. We were also able to move our most visited boards above the fold. Our layout helps customers save time and reduce effort to find what they’re looking for.

 

Untitled65.png

 

New Features

 

We’ve added improved visual cues to highlight trending alerts, recent solutions, and feature our most active users. We launched badging to encourage the right types of user behavior for new community members and recognize the efforts of super users—our Experts— to stand out for the expertise they’ve displayed in helping others. 

 

Links to Related Content

 

When viewing a discussion thread, the bottom of the page now has links to related content that may help answer questions and green check marks to let you customers quickly see that the question in that thread has an approved solution.

 

Untitled66.png

 

Evolution of the Comcast Community:

 

Untitled67.png

 

Impact

 

We currently have more than 5.4M registered users. In 2015 we had 21.5M Unique Visitors to our community, nearly 10M from mobile and tablet devices. There were more than 45.5M Page Views in the Help & Support Community. Through our community redesigns and scaling up of a dedicated community-focused internal team, we set our focus on improving our Solution Views. We had our biggest year ever for Solution Views: more than 8.25 million (a 13% increase year over year). Our commitment to our customers is simple: respect their time, simplify their experience and make things right if we fall short. We understand many people will look online first before trying to contact us through our traditional support channels. Our forums are an invaluable tool for accomplishing all three parts of our commitment. We’re able to highlight existing answers to many common questions, promote a vibrant peer-to-peer community and allow customers to engage how they want. This saves time in quickly locating the information they’re looking for, or quickly ask their own question if they haven’t found what they need. With a diverse mix of products and tools our team continues to evangelize the voice of the customer with product teams and encourage expert engagement from our internal experts to share knowledge, tips and tricks, and deliver the best customer experience.

 

 

 

 


Untitled63.pngCompany:  Comcast 

Entry submitted by: Matt Verna (Analyst)

Community: Comcast Help & Support Forums 

Lithy category:  Community Design of the Year 

 

 Comcast Cable is one of the nation's largest video, high-speed Internet and phone providers to residential customers under the XFINITY brand and also provides these services to businesses. Comcast has invested in technology to build a sophisticated network that delivers the fastest broadband speeds, and brings customers personalized video, communications and home management offerings. 

 

Who we are?

 

Comcast brings together the best in media and technology. We drive innovation to create the world’s best entertainment and online experiences. XFINITY TV offers customers the best viewing experience anytime, anywhere, with the most extensive collection of entertainment available on XFINITY On Demand, online at xfinity.com/tv, through the XFINITY TV App, XFINITY TV Go App, XFINITY My Account App and on XFINITY Streampix. The X1 Entertainment Operating System reflects the powerful innovation of bringing TV and Internet together to deliver a superior entertainment and communications experience for consumers. X1 delivers the simplest, fastest and most complete way for our customers to access all their entertainment from all of their screens. We provide the nation’s fastest most reliable Internet and in-home Wi-Fi speeds to more than 22 million high-speed Internet customers, even during peak use. Our millions of XFINITY Wi-Fi hotspots, allow customers to connect at the fastest Wi-Fi speeds around town. XFINITY Voice is an innovative and reliable IP-enabled home phone service that delivers digital-quality phone service with all of the functions of a traditional phone service, plus enhanced features that are integrated with other Comcast services. XFINITY Home is a growing collection of innovative security and smart home services that give customers added convenience and peace of mind.

 

Comcast Help & Support Forums:

 

Our Help & Support Forums are a great place for customers to find answers about their XFINITY products or to get help for service issues. Our forums get over two million unique visitors per month and if you search for a product or service question, links to our Forum pages are right at the top of the results.

 

Our forums are a place to learn from fellow customers. Nearly 98% of the searches conducted by visitors to the forums turn up related results that were generated by others posing similar questions.

Our forums have been a great resource for years. In 2015 we strove to make the forums as easy as possible for our customers to use, so we rebuilt them from the ground up, with a completely new user interface and easier navigation. But we didn’t stop there, with over 40% of our customers accessing our community from smart phones and tablets, we partnered with Lithium to deliver a fully responsive design that launched in the beginning of 2016.

 

Improved Search

 

The most striking change in our new layout was bringing Search front and center for any customer to locate what they’re looking for. Additionally, our new search function now includes real-time suggestions for posts that match customer search terms. There’s also the option to create a new post right from the search bar if none of the results answer the customer’s question.

 

Untitled64.png

 

Improved Content Categorization 

 

We’ve organized all the content to help our users find answers and solve problems faster. We were also able to move our most visited boards above the fold. Our layout helps customers save time and reduce effort to find what they’re looking for.

 

Untitled65.png

 

New Features

 

We’ve added improved visual cues to highlight trending alerts, recent solutions, and feature our most active users. We launched badging to encourage the right types of user behavior for new community members and recognize the efforts of super users—our Experts— to stand out for the expertise they’ve displayed in helping others. 

 

Links to Related Content

 

When viewing a discussion thread, the bottom of the page now has links to related content that may help answer questions and green check marks to let you customers quickly see that the question in that thread has an approved solution.

 

Untitled66.png

 

Evolution of the Comcast Community:

 

Untitled67.png

 

Impact

 

We currently have more than 5.4M registered users. In 2015 we had 21.5M Unique Visitors to our community, nearly 10M from mobile and tablet devices. There were more than 45.5M Page Views in the Help & Support Community. Through our community redesigns and scaling up of a dedicated community-focused internal team, we set our focus on improving our Solution Views. We had our biggest year ever for Solution Views: more than 8.25 million (a 13% increase year over year). Our commitment to our customers is simple: respect their time, simplify their experience and make things right if we fall short. We understand many people will look online first before trying to contact us through our traditional support channels. Our forums are an invaluable tool for accomplishing all three parts of our commitment. We’re able to highlight existing answers to many common questions, promote a vibrant peer-to-peer community and allow customers to engage how they want. This saves time in quickly locating the information they’re looking for, or quickly ask their own question if they haven’t found what they need. With a diverse mix of products and tools our team continues to evangelize the voice of the customer with product teams and encourage expert engagement from our internal experts to share knowledge, tips and tricks, and deliver the best customer experience.

 

 

 

 

Status:
2016 Lithy Submission

Lithys 2016: SFR - Community Design of the Year

By JaniceK

Lithys 2016: SFR - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-12-2016 12:09 PM - last edited on ‎05-03-2016 08:40 AM by Moderator Moderator

Logo_RED_vert.pngCompany: SFR

Entry submitted by: Laurent Partouche (Community Strategist) and Stéphane Guillemot (Community Project Manager)

Community: RED by SFR

Lithy category: Community Design of the Year

 

Recently initiated February the 16th, 2016, RED by SFR brand targets the Digital Natives people and is meant to complete the SFR company proposal. In order to answer these target expectations, we imagined a model where the community dimension would be a structural pillar from our customer proposition. Thus was born the Community RED by SFR powered by Lithium. Two major objectives: mutual assistance between our customers and commitment to the brand and with the brand.

 

THE CONCEPTION AND THE LAUNCH

It is in a very tight schedule that we realized the entire project. From the strategic thinking to the release candidate, six weeks have passed and only 2 employees supported this goal from the beginning to the end, including the development phases.

 

Untitled2.png

 

Initiated into the agile software method, the RED Community is part of the brand ecosystem, adopting their codes and fitting perfectly with the global website (design, UX and UI), from desktop and mobile devices.

 

However these 6 weeks did not reduce our ambitions since we realized a lot of advanced customizations to meet specific needs. For example, the development of a second home page corresponding to a dedicated part of the mutual aid and assistance. We will approach this below.

 

A COMPLETELY CUSTOM RESEARCH

We deemed it essential that the Community have a space where exchanges are extremely dense to enable all users to easily access the search function. Thus it appears on the whole Community pages. We even chose to rearrange this whole function and especially the search results pages.

 

Untitled.png

 

Therefore we have simplified this experience for our customers by adapting the existing filters: by content type (FAQ, Forum), by date, by solution and an instinctive user search.

 

vfds.pngdfcsUntitled.png

 

We also modified the results display by optimizing the search engine and allowing a better visual identification of the contents.

 

bfds.png

 

A CUSTOM FAQ FROM END TO END

We have completely redesigned the FAQ organization keeping in mind two things:

  • The users are used to the search engine and dislike browsing the content in order to find what they want.
  • The brands are often unable to maintain over time the FAQ with a coherent hierarchical organization.

 

Therefore, all our FAQs appear in an unique and same category. However, we wished to keep a classification of them into 2 thematics, by diverting the Tags and Labels functionalities:

  • Tags: corresponding to the product type (Mobile, xDSL, Fiber)
  • Labels: the key moments of our Customer Journey (Ex: “choisir red” = “Choose Red’).

 

Thanks to this organization, a same FAQ concern one or several products and/or one or several moments of the Customer Journey. Moreover, all the filters act on this unique page. In sum, the classification and duplicate contents issues no longer arise. Only the relevance of the articles has to be managed over time.

 

gfds.png

 

Let’s scrutinize an article more in detail. Once again, we concentrated on our customers' expectations: obtaining the searched information quickly and efficiently.

 

So we focused all relevant information on a given subject and have implemented paragraph anchors to easily find the desired information:

  • Browsing on the article color the part of read summary
  • Browsing over the other parts is done by clicking on this summary, without loading. An experience that our customers desire.

nhbgfv.png

 

LITHIUM TO MANAGE TUMBLR

In order to strengthen our digital anchor and maximize the bridges between the Community and social networks, we chose to couple Tumblr to Lithium. The RED Lab homepage dynamically loads from the Tumblr REST API the latest published messages. Their numbers are adjusted accorded to 2 criteria:

  • For the animation needs, the Community Managers are able to make this number vary.
  • The number of messages adapt itself to the user device. For example, on a desktop, the user will have four posts while on a tablet, there will be only 3 messages.

 

The “Aujourd’hui” page is the integral Tumblr, perfectly integrated into the Community environment (header, menus, footer, etc.).

 

hgf.png

 

AN INNOVATIVE BOARD ORGANIZATION

Our community structure is based on the Customer Journey. So we follow the concern of our customers without creating complexity for our users. They identify more easily where to post their messages and the overall boards perception is richer for readers.

 

thd.png

 

A BOLD GAMIFICATION

At the heart of the aid section of the community, we insist on putting forward the “solutions” and the “Likes”. Indeed, each connected user has their own pad which emphasizes its status and its progress in the community.

 

hnk.png

 

These graphic elements are found repeatedly in our interface.

 

RESULTS ACHIEVED

These elements allow us to have an engaged community, innovative, simple and clear and thanks to a fully responsive interface.

 

The results at 1 month:

  • 5,000 engaged members
  • 8 Super Users whose contributions represent more than 30% of discussions
  • The RED community management team represent less than 5% of the discussions, meaning 95% of discussions stem from members

Logo_RED_vert.pngCompany: SFR

Entry submitted by: Laurent Partouche (Community Strategist) and Stéphane Guillemot (Community Project Manager)

Community: RED by SFR

Lithy category: Community Design of the Year

 

Recently initiated February the 16th, 2016, RED by SFR brand targets the Digital Natives people and is meant to complete the SFR company proposal. In order to answer these target expectations, we imagined a model where the community dimension would be a structural pillar from our customer proposition. Thus was born the Community RED by SFR powered by Lithium. Two major objectives: mutual assistance between our customers and commitment to the brand and with the brand.

 

THE CONCEPTION AND THE LAUNCH

It is in a very tight schedule that we realized the entire project. From the strategic thinking to the release candidate, six weeks have passed and only 2 employees supported this goal from the beginning to the end, including the development phases.

 

Untitled2.png

 

Initiated into the agile software method, the RED Community is part of the brand ecosystem, adopting their codes and fitting perfectly with the global website (design, UX and UI), from desktop and mobile devices.

 

However these 6 weeks did not reduce our ambitions since we realized a lot of advanced customizations to meet specific needs. For example, the development of a second home page corresponding to a dedicated part of the mutual aid and assistance. We will approach this below.

 

A COMPLETELY CUSTOM RESEARCH

We deemed it essential that the Community have a space where exchanges are extremely dense to enable all users to easily access the search function. Thus it appears on the whole Community pages. We even chose to rearrange this whole function and especially the search results pages.

 

Untitled.png

 

Therefore we have simplified this experience for our customers by adapting the existing filters: by content type (FAQ, Forum), by date, by solution and an instinctive user search.

 

vfds.pngdfcsUntitled.png

 

We also modified the results display by optimizing the search engine and allowing a better visual identification of the contents.

 

bfds.png

 

A CUSTOM FAQ FROM END TO END

We have completely redesigned the FAQ organization keeping in mind two things:

  • The users are used to the search engine and dislike browsing the content in order to find what they want.
  • The brands are often unable to maintain over time the FAQ with a coherent hierarchical organization.

 

Therefore, all our FAQs appear in an unique and same category. However, we wished to keep a classification of them into 2 thematics, by diverting the Tags and Labels functionalities:

  • Tags: corresponding to the product type (Mobile, xDSL, Fiber)
  • Labels: the key moments of our Customer Journey (Ex: “choisir red” = “Choose Red’).

 

Thanks to this organization, a same FAQ concern one or several products and/or one or several moments of the Customer Journey. Moreover, all the filters act on this unique page. In sum, the classification and duplicate contents issues no longer arise. Only the relevance of the articles has to be managed over time.

 

gfds.png

 

Let’s scrutinize an article more in detail. Once again, we concentrated on our customers' expectations: obtaining the searched information quickly and efficiently.

 

So we focused all relevant information on a given subject and have implemented paragraph anchors to easily find the desired information:

  • Browsing on the article color the part of read summary
  • Browsing over the other parts is done by clicking on this summary, without loading. An experience that our customers desire.

nhbgfv.png

 

LITHIUM TO MANAGE TUMBLR

In order to strengthen our digital anchor and maximize the bridges between the Community and social networks, we chose to couple Tumblr to Lithium. The RED Lab homepage dynamically loads from the Tumblr REST API the latest published messages. Their numbers are adjusted accorded to 2 criteria:

  • For the animation needs, the Community Managers are able to make this number vary.
  • The number of messages adapt itself to the user device. For example, on a desktop, the user will have four posts while on a tablet, there will be only 3 messages.

 

The “Aujourd’hui” page is the integral Tumblr, perfectly integrated into the Community environment (header, menus, footer, etc.).

 

hgf.png

 

AN INNOVATIVE BOARD ORGANIZATION

Our community structure is based on the Customer Journey. So we follow the concern of our customers without creating complexity for our users. They identify more easily where to post their messages and the overall boards perception is richer for readers.

 

thd.png

 

A BOLD GAMIFICATION

At the heart of the aid section of the community, we insist on putting forward the “solutions” and the “Likes”. Indeed, each connected user has their own pad which emphasizes its status and its progress in the community.

 

hnk.png

 

These graphic elements are found repeatedly in our interface.

 

RESULTS ACHIEVED

These elements allow us to have an engaged community, innovative, simple and clear and thanks to a fully responsive interface.

 

The results at 1 month:

  • 5,000 engaged members
  • 8 Super Users whose contributions represent more than 30% of discussions
  • The RED community management team represent less than 5% of the discussions, meaning 95% of discussions stem from members

Status:
2016 Lithy Submission

Lithys 2016: Petco - Community Design of the Year

By JaniceK

Lithys 2016: Petco - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-29-2016 11:05 AM - last edited on ‎05-03-2016 08:25 AM by Moderator Moderator

brand-logo.pngCompany: Petco

Contact: Melanie Morrill (Mgr, Social Media and Content)

Community: Petco Community

Lithy category: Community Design of the Year

 

With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy.

 

Our community goals

 

Our goal is to establish Petco digital properties as the “go-to” source for pet care news, customer support, social commerce, education, information and fun. The Petco Community delivers on “The Power of Together” by creating and showcasing high-value, Petco-branded content that resonates with the communities we serve. We aim to engage and empower pet parents to enrich their pets’ lives.

 

The design elements that make our community unique 

 

The Petco Community is a branded content hub where pet parents and animal lovers can connect, share pet stories, find solutions to pet care issues and more. The Community platform, with a new look and feel and a dramatically improved user experience, enables us to more effectively and efficiently engage, support and market to current and prospective customers. The design elements that make our community unique are the rich content immersion from our home page and throughout the community, and dynamic content recommendation at the blog level.

 

To Petco, the community is more than just Q&A forum content. It’s about engaging with pet parents in rich, meaningful ways. Our goal was to strike an important balance between Petco-generated and user-generated content. For instance, on the home page, we developed large components that enabled Petco to feature beautiful, unique pet imagery to entice users to engage and to communicate our expertise, while at the same time balancing that against user-generated discussion content across all pet categories.

 

The Community offers a variety of content in every pet category—including dog, cat, fish, small animal, reptile and bird. You’ll also find:

  • Hundreds of blog posts (co-created and collaborative content written by SMEs, influencers, Petco partners, veterinarians, community super users and pet industry journalists)
  • More than 6,500 forum posts (where community members can ask questions and share their pet parent experiences)
  • A tribal knowledge base (where we provide the best answers to common questions)
  • Infographics, Petco videos, photos, contests and more

 

How we executed our community design

 

We leveraged Lithium’s strategy consulting and technical services groups to conceive, design and implement a customized experience. Strategy consulting worked with us from the ground up, identifying our core business needs and matching that with an achievable but differentiated community experience, one that propelled us from a standard forum design to a rich, compelling community we could be proud of. Next, they worked hand-in-hand with their development team to ensure that many of the customized experiences we wanted could be executed on-time and within budget. Lastly, they continued to engage with us after implementation to make tweaks and improvements to the experience. In fact, we continue to work with them to convert the community to a responsive experience in the coming months.

 

Our metrics

 

All 2015 goals for the community were exceeded post community redesign launch.

 

Traffic Totals for FY15:

  • 62% increase YOY Total Page Views: 3,942,000 (FY14: 2,430,000)
  • 68% increase YOY Visits: 2,852,000 (FY14: 1,702,000)
  • 65% increase YOY Unique visitors: 2,533,000 (FY14: 1,538,000)
  • 28% increase YOY Total Registered Member: 15,008 (FY14: 11,726)
  • 22% increase YOY Completed registrations: 3,282 (FY14: 2,685)

 

Untitled6.png 

Untitled5.png 

Untitled7.png


brand-logo.pngCompany: Petco

Contact: Melanie Morrill (Mgr, Social Media and Content)

Community: Petco Community

Lithy category: Community Design of the Year

 

With more than 50 years of service to pet parents, Petco is a leading pet specialty retailer that focuses on nurturing powerful relationships between people and pets. We do this by providing the products, services, advice and experiences that keep pets physically fit, mentally alert, socially engaged and emotionally happy.

 

Our community goals

 

Our goal is to establish Petco digital properties as the “go-to” source for pet care news, customer support, social commerce, education, information and fun. The Petco Community delivers on “The Power of Together” by creating and showcasing high-value, Petco-branded content that resonates with the communities we serve. We aim to engage and empower pet parents to enrich their pets’ lives.

 

The design elements that make our community unique 

 

The Petco Community is a branded content hub where pet parents and animal lovers can connect, share pet stories, find solutions to pet care issues and more. The Community platform, with a new look and feel and a dramatically improved user experience, enables us to more effectively and efficiently engage, support and market to current and prospective customers. The design elements that make our community unique are the rich content immersion from our home page and throughout the community, and dynamic content recommendation at the blog level.

 

To Petco, the community is more than just Q&A forum content. It’s about engaging with pet parents in rich, meaningful ways. Our goal was to strike an important balance between Petco-generated and user-generated content. For instance, on the home page, we developed large components that enabled Petco to feature beautiful, unique pet imagery to entice users to engage and to communicate our expertise, while at the same time balancing that against user-generated discussion content across all pet categories.

 

The Community offers a variety of content in every pet category—including dog, cat, fish, small animal, reptile and bird. You’ll also find:

  • Hundreds of blog posts (co-created and collaborative content written by SMEs, influencers, Petco partners, veterinarians, community super users and pet industry journalists)
  • More than 6,500 forum posts (where community members can ask questions and share their pet parent experiences)
  • A tribal knowledge base (where we provide the best answers to common questions)
  • Infographics, Petco videos, photos, contests and more

 

How we executed our community design

 

We leveraged Lithium’s strategy consulting and technical services groups to conceive, design and implement a customized experience. Strategy consulting worked with us from the ground up, identifying our core business needs and matching that with an achievable but differentiated community experience, one that propelled us from a standard forum design to a rich, compelling community we could be proud of. Next, they worked hand-in-hand with their development team to ensure that many of the customized experiences we wanted could be executed on-time and within budget. Lastly, they continued to engage with us after implementation to make tweaks and improvements to the experience. In fact, we continue to work with them to convert the community to a responsive experience in the coming months.

 

Our metrics

 

All 2015 goals for the community were exceeded post community redesign launch.

 

Traffic Totals for FY15:

  • 62% increase YOY Total Page Views: 3,942,000 (FY14: 2,430,000)
  • 68% increase YOY Visits: 2,852,000 (FY14: 1,702,000)
  • 65% increase YOY Unique visitors: 2,533,000 (FY14: 1,538,000)
  • 28% increase YOY Total Registered Member: 15,008 (FY14: 11,726)
  • 22% increase YOY Completed registrations: 3,282 (FY14: 2,685)

 

Untitled6.png 

Untitled5.png 

Untitled7.png

Status:
2016 Lithy Submission

Lithys 2016: Centrify Corporation - Community Desi...

By JaniceK

Lithys 2016: Centrify Corporation - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-18-2016 03:24 PM - last edited on ‎05-03-2016 08:39 AM by Moderator Moderator

photo.pngCompany: Centrify Corporation

Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program)

Community: Centrify Community

Lithy category: Community Design of the Year

 

Centrify is the leader in securing enterprise identities against cyberthreats that target today’s hybrid IT environment of cloud, mobile and on-premises. The Centrify Identity Platform protects against the leading point of attack used in data breaches ― compromised credentials — by securing an enterprise’s internal and external users as well as its privileged accounts. Centrify delivers stronger security, continuous compliance and enhanced user productivity through single sign-on, multi-factor authentication, mobile and Mac management, privileged access security and session monitoring. Centrify is trusted by over 5000 customers, including more than half of the Fortune 50.

 

Our community goals

 

The Centrify Community’s mission is to provide our customers with a world class peer to peer collaboration space and technical resource center. By doing this, we aim to improve our customer journey by providing them with a positive support experience and deflect support costs. With Centrify’s website re-launch in 2015, we wanted to make sure that the community experience is an extension of our overall digital brand experience. SEO is one of our major go-to market strategies, and the rich technical content in our community is a great way to showcase Centrify’s identity solutions when prospects search for iDaaS solutions. When prospects and customers arrive at our community in search of solutions, we want to provide them with an excellent UX, allowing them to easily collaborate with Centrify Experts and other technical peers.

 

Our unique design elements 

 

Centrify’s new community design is an excellent example of how to maximize screen real-estate utilization while improving aesthetics that’s consistent with the corporate brand. Our re-design mission was centered around two major themes: showcasing the rich community content with a new dynamic home page, and improving UX with a new skin that includes the most useful community elements laid out in a logical and visually pleasing manner.

 

From the top, the hero space of the community utilizes embedded videos to present useful rich media content to community members. In addition, a text announcement bar below the hero space points to the latest community news or notifications.

 

New global navigation lets users access the community from any page without taking up excessive space. We have simplified our community nodes to make it easier for user to get to the conversations they are looking for.

 

Untitled4.png

 

The user alias button acts as an options dropdown, with utility links for users and community dashboard for the community managers. This allows admins and regular users to access these frequently used links on every page.

 

Untitled5.png

 

“Ask the community” widget is a helpful new addition to help users quickly find community answers or post their questions. This widget dynamically display suggestions as the users type their questions. If answers are not found, the question can be quickly posted in the relevant forum.

 

Untitled6.png

 

To showcase our high quality community generated content, we placed 3 new widgets on the home page to show announcements, solutions and recent blogs from community. In addition, latest posts are also shown on the home page and category roots.

 

Untitled7.png

 

A right hand side scrolling marquee with a call to action enables us to promote company events.

 

Untitled8.png

Untitled9.png

 

How we executed our community design

 

We’ve started the re-design project by compiling community user feedback and creating a list of improvements and issues to resolve. The internal community team combined user feedback and industry best practice to create initial wireframes, requirements and node structures for our design and implementation partner Grazitti. With this initial sets of requirements, Grazitti provided us with mockups, feedback and additional recommendation to formulate the final design. Finally, Grazitti rapidly developed the new community design and structure on staging for UAT, and the entire project was done on time and on budget with an extremely aggressive deadline.

 

Our metrics

  • Our new community design was launched on December 20th, 2015.
  • Following are some of the success metrics from 12/21/2015 to 3/7/2016 after launch:
  • 78490 visits, 5.4% year to year increase (from 74,445 a year ago)
  • Forums visit show a larger year-to-year increase at 9% (from 51163 to 55817)
  • New forums topics increased by 38% yty (92 to 127)
  • From 1/1/2015 to 2/29/2015:
  • Registered user sessions (2435) saw an 64% year-to-year increase (up from 1483), showing a much stronger intent to interact.
  • Completed registration also saw a year-to-year growth of 42% (546 from 385 a year ago)

 


photo.pngCompany: Centrify Corporation

Entry submitted by: Anton Chiang (Sr. Manager, Community & Support Program)

Community: Centrify Community

Lithy category: Community Design of the Year

 

Centrify is the leader in securing enterprise identities against cyberthreats that target today’s hybrid IT environment of cloud, mobile and on-premises. The Centrify Identity Platform protects against the leading point of attack used in data breaches ― compromised credentials — by securing an enterprise’s internal and external users as well as its privileged accounts. Centrify delivers stronger security, continuous compliance and enhanced user productivity through single sign-on, multi-factor authentication, mobile and Mac management, privileged access security and session monitoring. Centrify is trusted by over 5000 customers, including more than half of the Fortune 50.

 

Our community goals

 

The Centrify Community’s mission is to provide our customers with a world class peer to peer collaboration space and technical resource center. By doing this, we aim to improve our customer journey by providing them with a positive support experience and deflect support costs. With Centrify’s website re-launch in 2015, we wanted to make sure that the community experience is an extension of our overall digital brand experience. SEO is one of our major go-to market strategies, and the rich technical content in our community is a great way to showcase Centrify’s identity solutions when prospects search for iDaaS solutions. When prospects and customers arrive at our community in search of solutions, we want to provide them with an excellent UX, allowing them to easily collaborate with Centrify Experts and other technical peers.

 

Our unique design elements 

 

Centrify’s new community design is an excellent example of how to maximize screen real-estate utilization while improving aesthetics that’s consistent with the corporate brand. Our re-design mission was centered around two major themes: showcasing the rich community content with a new dynamic home page, and improving UX with a new skin that includes the most useful community elements laid out in a logical and visually pleasing manner.

 

From the top, the hero space of the community utilizes embedded videos to present useful rich media content to community members. In addition, a text announcement bar below the hero space points to the latest community news or notifications.

 

New global navigation lets users access the community from any page without taking up excessive space. We have simplified our community nodes to make it easier for user to get to the conversations they are looking for.

 

Untitled4.png

 

The user alias button acts as an options dropdown, with utility links for users and community dashboard for the community managers. This allows admins and regular users to access these frequently used links on every page.

 

Untitled5.png

 

“Ask the community” widget is a helpful new addition to help users quickly find community answers or post their questions. This widget dynamically display suggestions as the users type their questions. If answers are not found, the question can be quickly posted in the relevant forum.

 

Untitled6.png

 

To showcase our high quality community generated content, we placed 3 new widgets on the home page to show announcements, solutions and recent blogs from community. In addition, latest posts are also shown on the home page and category roots.

 

Untitled7.png

 

A right hand side scrolling marquee with a call to action enables us to promote company events.

 

Untitled8.png

Untitled9.png

 

How we executed our community design

 

We’ve started the re-design project by compiling community user feedback and creating a list of improvements and issues to resolve. The internal community team combined user feedback and industry best practice to create initial wireframes, requirements and node structures for our design and implementation partner Grazitti. With this initial sets of requirements, Grazitti provided us with mockups, feedback and additional recommendation to formulate the final design. Finally, Grazitti rapidly developed the new community design and structure on staging for UAT, and the entire project was done on time and on budget with an extremely aggressive deadline.

 

Our metrics

  • Our new community design was launched on December 20th, 2015.
  • Following are some of the success metrics from 12/21/2015 to 3/7/2016 after launch:
  • 78490 visits, 5.4% year to year increase (from 74,445 a year ago)
  • Forums visit show a larger year-to-year increase at 9% (from 51163 to 55817)
  • New forums topics increased by 38% yty (92 to 127)
  • From 1/1/2015 to 2/29/2015:
  • Registered user sessions (2435) saw an 64% year-to-year increase (up from 1483), showing a much stronger intent to interact.
  • Completed registration also saw a year-to-year growth of 42% (546 from 385 a year ago)

 

Status:
2016 Lithy Submission

Lithys 2016: Virgin Media - Community Design of th...

By JaniceK

Lithys 2016: Virgin Media - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-04-2016 05:27 PM - last edited on ‎05-03-2016 08:44 AM by Moderator Moderator

Logo.jpgCompany:  Virgin Media 

Entry submitted by: James Woods (Community Lead)

Community: Virgin Media Community

Lithy category:  Community Design of the Year

 

Since the invention of the internet, digital technology has had an increasing impact on the way we live. As the UK’s first provider of all four broadband, TV, mobile phone and home phone services, it’s not just the technology that interests us – what matters is how it can improve the lives and prospects of everyone.

 

Virgin Media is a part of Liberty Global plc, the world’s largest international cable company. Together Virgin Media and Liberty Global serve 24 million customers across 14 countries, helping connect people to the digital world and enabling them to discover and experience its endless possibilities.

 

Our community goals

 

Our primary goal is call deflection. We believe that this can be done by enabling a vibrant environment where customers can come to seek help, a place they’ll come back to in the future for assistance, and where they’ll want to return to share knowledge with their peers.

 

We’re also committed to supporting the wider business in trialling new products and services. We wanted to help customers who are now just using Google for their answers. The role of the Community as a shop window in the path to purchase is a key consideration, as is our continued desire to drive adoption and advocacy.

 

Both the wider Virgin Group, and ourselves at Virgin Media have, as you’d expect, some incredible brand guidelines to work with in terms of design, web functionality and tone of voice.

These customer usability and the customer experience considerations are all tied-together by our guiding company ethos at Virgin Media, which is to be open-minded, fun and generous.

 

As part of our ‘Community Transformation Project’ (CTP) which ran from April –November 2015 we were able to analyse and refine our objectives and target in greater detail, and identify what we wanted to achieve as a result of our redesign.

 

Our specific design goals were as defined as follows:

1: Boost Helpful Answer views (reducing call traffic into Care)
     a. Increase visibility (internally) and differentiate (compare and contrast to other posts)
     b. Promote (external)

2: Increase traffic to the forums
     a. Across the website estate
     b. Across channels

3: Increase forum participation through to contribution:
     a. Increase registered users and prioritise content
     b. Improve repeat visits
     c. Blog integration

4: Position the Virgin Media Community as a differentiator
     a. Consideration phase of the consumer lifecycle – consideration-assimilation phase
     b. For existing customers

 

What makes our community unique

 

Untitled42.pngWe’re fully responsive.

Our CTP has delivered a community that isn’t restricted by device, and is seamlessly accessible – regardless of where you are or how you use it.

 

We’re not just on brand – we’re shaping it. Brand guidelines were being re-written during the project, which meant we were the first implementation of ideas, palettes, and usability rules.

 

Community Hub page
We’ve focused on creating a Community Hub page that is dynamic and welcoming.
It incorporates all the key features of the community in bite-size chunks, and the principle behind this page is used throughout the site - surfacing content where and when it is needed. Our ‘Trending now’ function typifies this approach.

 

Personalised
Each visitor is greeted with a role-specific message, with a call-to-action that fits their standing in the community.

The ‘forum’ page can be adapted to hide boards that the customer isn’t interested in.

There’s a different experience for non-members than members – they are directed to find help, and guided to our enhanced ‘Getting Started’ and on-brand ‘Community FAQ’ section.

 

Truly Social

We’ve added a social-proofing community reach, which highlights the scope and reach of the site.

YouTube help videos within the community – while using YouTube API to show the overall video views. This module allows us to quickly showcase topical information.

The enhanced ‘Your conversations’ panel, as well as more conventional pop-up notifications and customer journey emails, means that it’s easier to know what’s been happening while you were looking elsewhere.

 

SEO

Working with a top digital agency we assessed SEO across the site, and have introduced a number of both SEO enhancement and automated blocking features. This means that fresh relevant information will be found, and outdated or inaccurate postings can be removed from search with a click of a button.\

 

 

Untitled43.png

 

Untitled44.pngNavigation

We’re really proud of our plectrum nav button – which we think should win an award on its own.

Give it a try!

 

Swoosh!

 

How we executed our community design

 

We worked AGILE – which ultimately proved to be the right choice as it delivered efficient collaborative working. Following careful consideration and preparations, a small core team worked in a series of sprints to deliver a fully-responsive transformative design in six months from the Discovery Phase to Launch and Completion in November 2015.

 

Untitled45.png

 

The initial decision was whether to make a light version – a refreshed community look and feel, or for the transformative, fully responsive option, with a real emphasis on delivering results. There was really only one option: Go big, or go home.

 

This was the motto adopted by our project team, as they focused on a Mobile-first development.

With the smallest device as the starting point, we were able to make sure that the same fully-featured functionality could upscale and prove accessible across all devices – and in doing so, we think made a big difference to the approach.

  
Co-location at Lithium / Virgin Media meant the team worked really closely in 10 day-long ‘sprints’, working with a Product Backlog, defined roles and responsibilities and shared project tools quickly identified across the two companies. Our core team of ten combined Lithium technical developers and a front-end / user interface designer, with Virgin Media User Experience, copy writing, design and UAT, under leadership and ownership from both parties.

 

Our community team populated the stage site with content, before along with our Superusers they were able to put it through its paces. In the staging environment, the community began to come together over the course of the sprints, and ideas could be tested, scrapped or implemented on the fly. One of our most successful features – ‘Trending now’ came about in such a manner at the tail end of the project.

 

Results

(Comparing10/11/14 - 09/03/2015 and 09/11/2015 – 11/3/2015, unless otherwise stated.)

 

svf.png

 

Comparing year-on-year results we can demonstrate that the CTP fulfilled it’s goal to Boost Helpful Answer views.


We’ve used the functionality available within Lithium to surface Helpful Answers quicker, highlighted and authoritative with an assured bright-green border.

 

Our helpful content now surfaces across the wider Virgin Media help sites too in the same branded manner. We’ve seen a 54% increase in visitor referrals from other parts of VirginMedia.com since the cross-site promotion initiatives we launched along with CTP, and a steady rise in time online from those joining from Twitter.

 

In terms of “increasing forum participation through to contribution” we’re seeing marginal growth – this is an established mature community with over 300k registered members. However we have seen a 16% increase in Member Entrances.

As a result of being responsive, we’ve taken a good look at the traffic from mobile.
While the amount of visits from mobile is similar, the amount of posts has increased significantly as we’ve made it a much easier experience to participate from a device.

 

Untitled46.png

 

As a customer hub, for seeking support and sharing with their fellow customers we’ve seen so much more engagement – a 48% increase in posts, for example, and community health has rocketed – Kudos is up 80% year-on-year.


Fantastic work everyone – the new community looks truly transformed, brilliant!
Barbara Hall, Head of Channel Delivery, Virgin Media

 

Absolutely speechless, incredible team effort, you and the team should be very proud of what you have achieved.
Shaun Hewitt, Senior Manager, eService – Liberty Global


Logo.jpgCompany:  Virgin Media 

Entry submitted by: James Woods (Community Lead)

Community: Virgin Media Community

Lithy category:  Community Design of the Year

 

Since the invention of the internet, digital technology has had an increasing impact on the way we live. As the UK’s first provider of all four broadband, TV, mobile phone and home phone services, it’s not just the technology that interests us – what matters is how it can improve the lives and prospects of everyone.

 

Virgin Media is a part of Liberty Global plc, the world’s largest international cable company. Together Virgin Media and Liberty Global serve 24 million customers across 14 countries, helping connect people to the digital world and enabling them to discover and experience its endless possibilities.

 

Our community goals

 

Our primary goal is call deflection. We believe that this can be done by enabling a vibrant environment where customers can come to seek help, a place they’ll come back to in the future for assistance, and where they’ll want to return to share knowledge with their peers.

 

We’re also committed to supporting the wider business in trialling new products and services. We wanted to help customers who are now just using Google for their answers. The role of the Community as a shop window in the path to purchase is a key consideration, as is our continued desire to drive adoption and advocacy.

 

Both the wider Virgin Group, and ourselves at Virgin Media have, as you’d expect, some incredible brand guidelines to work with in terms of design, web functionality and tone of voice.

These customer usability and the customer experience considerations are all tied-together by our guiding company ethos at Virgin Media, which is to be open-minded, fun and generous.

 

As part of our ‘Community Transformation Project’ (CTP) which ran from April –November 2015 we were able to analyse and refine our objectives and target in greater detail, and identify what we wanted to achieve as a result of our redesign.

 

Our specific design goals were as defined as follows:

1: Boost Helpful Answer views (reducing call traffic into Care)
     a. Increase visibility (internally) and differentiate (compare and contrast to other posts)
     b. Promote (external)

2: Increase traffic to the forums
     a. Across the website estate
     b. Across channels

3: Increase forum participation through to contribution:
     a. Increase registered users and prioritise content
     b. Improve repeat visits
     c. Blog integration

4: Position the Virgin Media Community as a differentiator
     a. Consideration phase of the consumer lifecycle – consideration-assimilation phase
     b. For existing customers

 

What makes our community unique

 

Untitled42.pngWe’re fully responsive.

Our CTP has delivered a community that isn’t restricted by device, and is seamlessly accessible – regardless of where you are or how you use it.

 

We’re not just on brand – we’re shaping it. Brand guidelines were being re-written during the project, which meant we were the first implementation of ideas, palettes, and usability rules.

 

Community Hub page
We’ve focused on creating a Community Hub page that is dynamic and welcoming.
It incorporates all the key features of the community in bite-size chunks, and the principle behind this page is used throughout the site - surfacing content where and when it is needed. Our ‘Trending now’ function typifies this approach.

 

Personalised
Each visitor is greeted with a role-specific message, with a call-to-action that fits their standing in the community.

The ‘forum’ page can be adapted to hide boards that the customer isn’t interested in.

There’s a different experience for non-members than members – they are directed to find help, and guided to our enhanced ‘Getting Started’ and on-brand ‘Community FAQ’ section.

 

Truly Social

We’ve added a social-proofing community reach, which highlights the scope and reach of the site.

YouTube help videos within the community – while using YouTube API to show the overall video views. This module allows us to quickly showcase topical information.

The enhanced ‘Your conversations’ panel, as well as more conventional pop-up notifications and customer journey emails, means that it’s easier to know what’s been happening while you were looking elsewhere.

 

SEO

Working with a top digital agency we assessed SEO across the site, and have introduced a number of both SEO enhancement and automated blocking features. This means that fresh relevant information will be found, and outdated or inaccurate postings can be removed from search with a click of a button.\

 

 

Untitled43.png

 

Untitled44.pngNavigation

We’re really proud of our plectrum nav button – which we think should win an award on its own.

Give it a try!

 

Swoosh!

 

How we executed our community design

 

We worked AGILE – which ultimately proved to be the right choice as it delivered efficient collaborative working. Following careful consideration and preparations, a small core team worked in a series of sprints to deliver a fully-responsive transformative design in six months from the Discovery Phase to Launch and Completion in November 2015.

 

Untitled45.png

 

The initial decision was whether to make a light version – a refreshed community look and feel, or for the transformative, fully responsive option, with a real emphasis on delivering results. There was really only one option: Go big, or go home.

 

This was the motto adopted by our project team, as they focused on a Mobile-first development.

With the smallest device as the starting point, we were able to make sure that the same fully-featured functionality could upscale and prove accessible across all devices – and in doing so, we think made a big difference to the approach.

  
Co-location at Lithium / Virgin Media meant the team worked really closely in 10 day-long ‘sprints’, working with a Product Backlog, defined roles and responsibilities and shared project tools quickly identified across the two companies. Our core team of ten combined Lithium technical developers and a front-end / user interface designer, with Virgin Media User Experience, copy writing, design and UAT, under leadership and ownership from both parties.

 

Our community team populated the stage site with content, before along with our Superusers they were able to put it through its paces. In the staging environment, the community began to come together over the course of the sprints, and ideas could be tested, scrapped or implemented on the fly. One of our most successful features – ‘Trending now’ came about in such a manner at the tail end of the project.

 

Results

(Comparing10/11/14 - 09/03/2015 and 09/11/2015 – 11/3/2015, unless otherwise stated.)

 

svf.png

 

Comparing year-on-year results we can demonstrate that the CTP fulfilled it’s goal to Boost Helpful Answer views.


We’ve used the functionality available within Lithium to surface Helpful Answers quicker, highlighted and authoritative with an assured bright-green border.

 

Our helpful content now surfaces across the wider Virgin Media help sites too in the same branded manner. We’ve seen a 54% increase in visitor referrals from other parts of VirginMedia.com since the cross-site promotion initiatives we launched along with CTP, and a steady rise in time online from those joining from Twitter.

 

In terms of “increasing forum participation through to contribution” we’re seeing marginal growth – this is an established mature community with over 300k registered members. However we have seen a 16% increase in Member Entrances.

As a result of being responsive, we’ve taken a good look at the traffic from mobile.
While the amount of visits from mobile is similar, the amount of posts has increased significantly as we’ve made it a much easier experience to participate from a device.

 

Untitled46.png

 

As a customer hub, for seeking support and sharing with their fellow customers we’ve seen so much more engagement – a 48% increase in posts, for example, and community health has rocketed – Kudos is up 80% year-on-year.


Fantastic work everyone – the new community looks truly transformed, brilliant!
Barbara Hall, Head of Channel Delivery, Virgin Media

 

Absolutely speechless, incredible team effort, you and the team should be very proud of what you have achieved.
Shaun Hewitt, Senior Manager, eService – Liberty Global

Status:
2016 Lithy Submission

Lithys 2016: Siemens - Community Design of the Yea...

By JaniceK

Lithys 2016: Siemens - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-28-2016 12:38 AM - last edited on ‎05-03-2016 08:35 AM by Moderator Moderator

Untitled78.pngCompany: Siemens PLM Software

Contact: Susan Alig (Community Administrator)

Community: Siemens PLM Community

Lithy category:  Community Design of the Year 

 

Siemens PLM Software, a business unit of the Siemens Digital Factory Division, is a leading global provider of product lifecycle management (PLM) and manufacturing operations management (MOM) software, systems and services with over nine million licensed seats and more than 77,000 customers worldwide. Headquartered in Plano, Texas, Siemens PLM Software works collaboratively with its customers to provide industry software solutions that help companies everywhere achieve a sustainable competitive advantage by making real the innovations that matter.

 

Our community goals

 

Just as we inspire our customers to realize innovation, we at Siemens PLM Software must do the same. Within the marketing organization, our job is to facilitate better conversations, and our customers and prospects are choosing to have more of these conversations online. To meet our customers where they are and make a difference for our business, one of the areas we are focusing on is an improved user experience across all of our digital properties through user-focused interactions and a visually engaging design. The first of our properties to achieve this is our Community.

February 25, 2016 marked three years since Siemens PLM Software launched its first online, public community. To celebrate the occasion, the users of the Siemens PLM Community received the first set of changes for a radically improved user experience, which features a new visual design language based on Siemens AG standards.


This new user experience (UX) was greatly needed update to the Community. The UX offers several key benefits to our customers. First, it makes user-generated content the focal point. This is important in the Community because customers want to easily and quickly find information in their area of interest; information created by customers, for customers. To improve usability, the design allows for faster navigation in the most trafficked areas where customers spend the majority of their time. This unique category navigation allows them to navigate freely between interaction styles without ever leaving their “home.”


Our unique community design

 

Design Space- Our top complaint from users was why didn’t we use the entire real estate on the screen. In our previous design, there is a vast amount of unused white space. Our target audience accesses our site 95 percent from desktop because they are typically designers and engineers sitting at their desk with two or more monitors. The old site used less than 25 percent of the total real estate for a typical designer. Because we launched Phase 1 of our redesign one month from the date of this submission, we are currently working on Phase 2, which includes adjusting the design to mobile and tablet devices where we can take full advantage of Lithium Responsive.

Stylization – Using the Responsive Lithium template required heavy customization with our CSS. By focusing our efforts on styling the OOB components, we are able to offer the right information to our users in the way they want it presented. We concentrated our efforts on four page types – Community Homepage, Category Page, Forum and Forum Article page. Tapping our Community Manager I&II training, we focused on building these pages for the “90%.” Our more active users appreciate the threaded forum replies as this directly relates to the “History Tree” in our software, tying together elements from our product to community.

Navigation – Staying in your “home” was another user request. Many of our users will spend a significant amount of time in one category. Creating a navigational element so a user doesn’t need to use the “back button” was key. The result? Category navigation sits below the “hero” image and provides a black indicator of where the user is on the site.

 

Untitled79.png

 

How we executed our community design

 

With a new set of design guidelines, we needed a partner capable of interpreting the design language and applying that to the Lithium platform, all while keeping the user’s experience at the forefront. To do this we partnered with Lithium Professional Services. Who better to know the platform than the creators! Together we interpreted the design guidelines, created and validated our vision, and then set off on a six-month adventure to bring the new design to life. A complete set of wireframes and mockups were created for this project, utilizing as many out-of-the-box components as possible while also allowing us the ability to customize certain areas that called for it.

 

Our “super user” @SeanCresswell (90,000 messages read, 208,000 minutes online) said it best, “Wow, that certainly is a revamped looking site! A fantastic step forward though...congrats to all involved in this monster effort.”

This before and after picture of the homepage tells a compelling story about the massive undertaking.

 

Siemens screenshot.jpg

 

Our results

 

Metrics are an important piece of our complex puzzle in evaluating the success of our community. Here’s a small snapshot of how well our community performed since the launch of the new design on March 25, 2016.

Let’s start by giving you a glimpse into the growth of our Community:

 

Siemens chart.jpg

 

Our Community has steadily grown in the three years existence. In FY2015 (Oct-Sept) we saw a 229% growth in HPV. We are on track to exceed that percentage again for FY16.

In the 32 days after the launch of the new design, we’ve seen the following increases versus our monthly averages:
44% increase in Unique Visitors**
40% increase in Kudos Given
31% increase in Registrations
23% increase in Posts

** Our Unique Visitors for FY16 to-date just surpassed the FY15 total

For us, these are simply numbers; a way to ensure our changes, enhancements and decisions make a positive impact on the users who participate in our community day-in and day-out. It’s the engagement of our users whose use our site to help them do their job better and demonstrate an “ingenuity for life” that makes the real difference for us.

User @Stefan_Pendl hit the proverbial nail on the head: “Thanks to you and your team for bringing the community to the next level of usefulness.”



Untitled78.pngCompany: Siemens PLM Software

Contact: Susan Alig (Community Administrator)

Community: Siemens PLM Community

Lithy category:  Community Design of the Year 

 

Siemens PLM Software, a business unit of the Siemens Digital Factory Division, is a leading global provider of product lifecycle management (PLM) and manufacturing operations management (MOM) software, systems and services with over nine million licensed seats and more than 77,000 customers worldwide. Headquartered in Plano, Texas, Siemens PLM Software works collaboratively with its customers to provide industry software solutions that help companies everywhere achieve a sustainable competitive advantage by making real the innovations that matter.

 

Our community goals

 

Just as we inspire our customers to realize innovation, we at Siemens PLM Software must do the same. Within the marketing organization, our job is to facilitate better conversations, and our customers and prospects are choosing to have more of these conversations online. To meet our customers where they are and make a difference for our business, one of the areas we are focusing on is an improved user experience across all of our digital properties through user-focused interactions and a visually engaging design. The first of our properties to achieve this is our Community.

February 25, 2016 marked three years since Siemens PLM Software launched its first online, public community. To celebrate the occasion, the users of the Siemens PLM Community received the first set of changes for a radically improved user experience, which features a new visual design language based on Siemens AG standards.


This new user experience (UX) was greatly needed update to the Community. The UX offers several key benefits to our customers. First, it makes user-generated content the focal point. This is important in the Community because customers want to easily and quickly find information in their area of interest; information created by customers, for customers. To improve usability, the design allows for faster navigation in the most trafficked areas where customers spend the majority of their time. This unique category navigation allows them to navigate freely between interaction styles without ever leaving their “home.”


Our unique community design

 

Design Space- Our top complaint from users was why didn’t we use the entire real estate on the screen. In our previous design, there is a vast amount of unused white space. Our target audience accesses our site 95 percent from desktop because they are typically designers and engineers sitting at their desk with two or more monitors. The old site used less than 25 percent of the total real estate for a typical designer. Because we launched Phase 1 of our redesign one month from the date of this submission, we are currently working on Phase 2, which includes adjusting the design to mobile and tablet devices where we can take full advantage of Lithium Responsive.

Stylization – Using the Responsive Lithium template required heavy customization with our CSS. By focusing our efforts on styling the OOB components, we are able to offer the right information to our users in the way they want it presented. We concentrated our efforts on four page types – Community Homepage, Category Page, Forum and Forum Article page. Tapping our Community Manager I&II training, we focused on building these pages for the “90%.” Our more active users appreciate the threaded forum replies as this directly relates to the “History Tree” in our software, tying together elements from our product to community.

Navigation – Staying in your “home” was another user request. Many of our users will spend a significant amount of time in one category. Creating a navigational element so a user doesn’t need to use the “back button” was key. The result? Category navigation sits below the “hero” image and provides a black indicator of where the user is on the site.

 

Untitled79.png

 

How we executed our community design

 

With a new set of design guidelines, we needed a partner capable of interpreting the design language and applying that to the Lithium platform, all while keeping the user’s experience at the forefront. To do this we partnered with Lithium Professional Services. Who better to know the platform than the creators! Together we interpreted the design guidelines, created and validated our vision, and then set off on a six-month adventure to bring the new design to life. A complete set of wireframes and mockups were created for this project, utilizing as many out-of-the-box components as possible while also allowing us the ability to customize certain areas that called for it.

 

Our “super user” @SeanCresswell (90,000 messages read, 208,000 minutes online) said it best, “Wow, that certainly is a revamped looking site! A fantastic step forward though...congrats to all involved in this monster effort.”

This before and after picture of the homepage tells a compelling story about the massive undertaking.

 

Siemens screenshot.jpg

 

Our results

 

Metrics are an important piece of our complex puzzle in evaluating the success of our community. Here’s a small snapshot of how well our community performed since the launch of the new design on March 25, 2016.

Let’s start by giving you a glimpse into the growth of our Community:

 

Siemens chart.jpg

 

Our Community has steadily grown in the three years existence. In FY2015 (Oct-Sept) we saw a 229% growth in HPV. We are on track to exceed that percentage again for FY16.

In the 32 days after the launch of the new design, we’ve seen the following increases versus our monthly averages:
44% increase in Unique Visitors**
40% increase in Kudos Given
31% increase in Registrations
23% increase in Posts

** Our Unique Visitors for FY16 to-date just surpassed the FY15 total

For us, these are simply numbers; a way to ensure our changes, enhancements and decisions make a positive impact on the users who participate in our community day-in and day-out. It’s the engagement of our users whose use our site to help them do their job better and demonstrate an “ingenuity for life” that makes the real difference for us.

User @Stefan_Pendl hit the proverbial nail on the head: “Thanks to you and your team for bringing the community to the next level of usefulness.”


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:
2016 Lithy Submission

Lithys 2016: CallidusCloud - Community Design of t...

By JaniceK

Lithys 2016: CallidusCloud - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-05-2016 01:40 AM - last edited on ‎05-03-2016 08:42 AM by Moderator Moderator

Untitled.pngCompany: CallidusCloud

Entry submitted by: Lara Golden (Director of Global Community)

Community: CallidusCloud Customer Community

Lithy category:  Community Design of the Year

 

CallidusCloud is the global leader in cloud-based sales, marketing, customer experience and learning solutions. CallidusCloud enables organizations to accelerate their lead to money process, a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote and contract management, simplify marketing automation, enable customer experience monitoring, create and distribute learning materials, deliver deep analytic insights, and streamline sales compensation — driving bigger deals, faster.

 

Our  community goals

 

We had three goals in launching the Community:

  • Reduce support costs by enabling our customers to help themselves
  • Improve customer retention by empowering our users
  • Encourage cross-product adoption by openly sharing product information with all customers

 

Historically, CallidusCloud was known as a leader in the Sales Performance Management space, with an emphasis on Compensation or Incentive Management. Today, we have expanded to create a product space of our own, known as “Lead to Money”, which encompasses a suite of many products that take a sales organization from the hiring of sales professionals through sales training and enablement, marketing, configure price quote, and finally to compensation management. The time had come to encourage open sharing of knowledge as we sought to integrate multiple products into a single Lead to Money solution for all of our product experts. That meant, among other things, making a single Community with a unified search and simple ways for experts to gain cross-product knowledge.

 

What design elements make our community unique 

 

When designing the new user interface, we had two big challenges. The first is that as a closed community, we needed to make the home page as welcoming as possible, so that users who did not yet have an account would feel encouraged to sign up.

 

2.png

 

The second was to find a balance between a design that was engaging and personal, while still reflecting our corporate brand and the highly technical nature of our enterprise level products. We needed to avoid looking too “slick” to the experienced consultants who use our products. Our solution was to have a banner showing the Golden Gate Bridge, reflecting our tagline as “Your gateway to CallidusCloud”, with a large search banner and large menus leading to the most commonly used content. We think we’ve succeeded in striking the perfect balance, welcoming both novice and expert users of our products and directing them on their customer journey.

 

c x.png

 

 

How we  executed your community design

 

We made our vision a reality with the collaboration of many people throughout the organization. We began by getting ideas from Lithium on other communities with similar customer bases. Our next step was to talk to our customers and partners to find out what was working for them, and what wasn’t, with the out-of-the-box design.

 

Once we had a vision in place, the Community Manager brought the overall vision to the User Experience team, who helped come up with a plan to bring the Community experience in line with the corporate brand while keeping with the overall feel of a customer community. Our talented web designer in India brought the design to fruition, and product experts in Technical Support, Professional Services, and Education tested the design and offered suggestions or improvements and changes before the rollout of the new design.

 

Our metrics

 


 

2014

2015

Percent change

Posts

163

1899

1065%

Kudos

39

384

884%

Accepted Solutions

5

182

3540%

 

Even as the community was embraced by our customers, one metric in particular stood out: web-based engagement versus call-based engagement. Web-based and self-service support engagement is a key part of our customer success model, as our customers are happy to be able to find solutions on their own at all hours of the day. This is particularly important for a global company providing support to customers in every time zone. Since launching the Community, CallidusCloud has seen web-based engagement skyrocket to over 90% of support issues.

 

Finally, but no less important, we’ve see our Customer Satisfaction survey results increase from less than 90% to over 95% from 2014 to 2015.

 

dcsUntitled.pngvsvd.png


 


Untitled.pngCompany: CallidusCloud

Entry submitted by: Lara Golden (Director of Global Community)

Community: CallidusCloud Customer Community

Lithy category:  Community Design of the Year

 

CallidusCloud is the global leader in cloud-based sales, marketing, customer experience and learning solutions. CallidusCloud enables organizations to accelerate their lead to money process, a complete suite of solutions that identify the right leads, ensure proper territory and quota distribution, enable sales forces, automate configure price quote and contract management, simplify marketing automation, enable customer experience monitoring, create and distribute learning materials, deliver deep analytic insights, and streamline sales compensation — driving bigger deals, faster.

 

Our  community goals

 

We had three goals in launching the Community:

  • Reduce support costs by enabling our customers to help themselves
  • Improve customer retention by empowering our users
  • Encourage cross-product adoption by openly sharing product information with all customers

 

Historically, CallidusCloud was known as a leader in the Sales Performance Management space, with an emphasis on Compensation or Incentive Management. Today, we have expanded to create a product space of our own, known as “Lead to Money”, which encompasses a suite of many products that take a sales organization from the hiring of sales professionals through sales training and enablement, marketing, configure price quote, and finally to compensation management. The time had come to encourage open sharing of knowledge as we sought to integrate multiple products into a single Lead to Money solution for all of our product experts. That meant, among other things, making a single Community with a unified search and simple ways for experts to gain cross-product knowledge.

 

What design elements make our community unique 

 

When designing the new user interface, we had two big challenges. The first is that as a closed community, we needed to make the home page as welcoming as possible, so that users who did not yet have an account would feel encouraged to sign up.

 

2.png

 

The second was to find a balance between a design that was engaging and personal, while still reflecting our corporate brand and the highly technical nature of our enterprise level products. We needed to avoid looking too “slick” to the experienced consultants who use our products. Our solution was to have a banner showing the Golden Gate Bridge, reflecting our tagline as “Your gateway to CallidusCloud”, with a large search banner and large menus leading to the most commonly used content. We think we’ve succeeded in striking the perfect balance, welcoming both novice and expert users of our products and directing them on their customer journey.

 

c x.png

 

 

How we  executed your community design

 

We made our vision a reality with the collaboration of many people throughout the organization. We began by getting ideas from Lithium on other communities with similar customer bases. Our next step was to talk to our customers and partners to find out what was working for them, and what wasn’t, with the out-of-the-box design.

 

Once we had a vision in place, the Community Manager brought the overall vision to the User Experience team, who helped come up with a plan to bring the Community experience in line with the corporate brand while keeping with the overall feel of a customer community. Our talented web designer in India brought the design to fruition, and product experts in Technical Support, Professional Services, and Education tested the design and offered suggestions or improvements and changes before the rollout of the new design.

 

Our metrics

 


 

2014

2015

Percent change

Posts

163

1899

1065%

Kudos

39

384

884%

Accepted Solutions

5

182

3540%

 

Even as the community was embraced by our customers, one metric in particular stood out: web-based engagement versus call-based engagement. Web-based and self-service support engagement is a key part of our customer success model, as our customers are happy to be able to find solutions on their own at all hours of the day. This is particularly important for a global company providing support to customers in every time zone. Since launching the Community, CallidusCloud has seen web-based engagement skyrocket to over 90% of support issues.

 

Finally, but no less important, we’ve see our Customer Satisfaction survey results increase from less than 90% to over 95% from 2014 to 2015.

 

dcsUntitled.pngvsvd.png


 

Status:
2016 Lithy Submission

Lithys 2016: Optimizely - Community Design of the ...

By JaniceK

Lithys 2016: Optimizely - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-01-2016 12:20 PM - last edited on ‎05-03-2016 08:46 AM by Moderator Moderator

url.pngCompany: Optimizely

Entry submitted by: Amanda Swan (Website Product Manager) 

Community: Optiverse

Lithy Category: Community Design of the Year 

 

Optimizely is the world’s leading experience optimization platform, providing website and mobile A/B testing and personalization for the world’s leading brands.

 

Our community goals

 

The vision of the Optiverse is to be the most-visited digital destination for optimization industry thought leadership, peer-to-peer discussions, tutorials, how-to education and resources.

 

The Optiverse Community helps Optimizely scale education and support.

 

What makes our community unique

 

The Optiverse is made up of our Community, Knowledge Base, and Academy. In order to facilitate easy navigation between the three properties, we implemented a sticky left rail and top global navigation so it’s easy for visitors to jump between properties and explore different types of content. The left nav has a hover and expanded state.

 

unspecified.pngunspecified-1.png

 

We also created a responsive homepage for the Optiverse that sets context and explains why a visitor might use each of the three properties.

 

 unspecified-1.pngunspecified.png

 

We’re implementing a custom implementation for premium gamification in our community with unique badges our members helped design.

 

unspecified-3.pngunspecified-2.png

 

In our quest to provide the best possible digital experience for an individual visitor, we’re also personalizing headers and layouts based on behavioral and firmographic attributes. We continually use AB tests and user test to inform and guide our decisions.

 

How we  executed our community design

 

There’s a blog post that digs into this process in detail that can be found here

 

Here are the main steps:

  1. Do you research and know your data. We were continually looking at analytics, talking to community members and performing user tests.
  2. Get the right people in the room. We gathered a team of internal stakeholders who were invested in the success of the community and set clear KPIs together.
  3. Draw a line in the sand. We created a strategy brief that became the source of truth for the entire design process. The Strategy brief outlined the vision and mission of the Optiverse, key user behaviors we wanted to influence, emotions we wanted the design to convey, target audience motivations, primary and secondary target roles, guiding UX priciples, and measureable goals. For example, based on common feedback trends from customers, the Optiverse team distilled the emotional and visual identity with six principles: Helpful, Educational, Trustworthy, Industry Leading, Thought provoking and Interactive. Of course, the tone and mood of the design should also follow these attributes. Having a strategy brief helped communicate the project to external team members and helped us evaluate success of the project.
  4. Move quickly and eliminate dependencies in design. Wireframes were essential for rapid prototyping because they allowed us to move quickly and are extremely cost-effective.  Along the way, we were constantly throwing new and crazy ideas on the wall to see what stuck. We always referred back to the user experience brief and used customer feedback to validate hypotheses. 
  5. Keep community members involved. Once we finally moved into the design phase, we made sure to keep our Community MVPs up to speed so they could contribute feedback and ideas.

 

Our metrics

 

2 months after the launch of the re-design (but still prior to rolling out gamification) we saw the following results (as compared to months prior to the launch):

 

Total Page Views

76%

Total Unique Visitors

58%

Completed Registrations

190%

Member Time (min)

103%

Member Entrances

117%

# of Posts

15%

Pages per Session

5%

Session Duration

40%


url.pngCompany: Optimizely

Entry submitted by: Amanda Swan (Website Product Manager) 

Community: Optiverse

Lithy Category: Community Design of the Year 

 

Optimizely is the world’s leading experience optimization platform, providing website and mobile A/B testing and personalization for the world’s leading brands.

 

Our community goals

 

The vision of the Optiverse is to be the most-visited digital destination for optimization industry thought leadership, peer-to-peer discussions, tutorials, how-to education and resources.

 

The Optiverse Community helps Optimizely scale education and support.

 

What makes our community unique

 

The Optiverse is made up of our Community, Knowledge Base, and Academy. In order to facilitate easy navigation between the three properties, we implemented a sticky left rail and top global navigation so it’s easy for visitors to jump between properties and explore different types of content. The left nav has a hover and expanded state.

 

unspecified.pngunspecified-1.png

 

We also created a responsive homepage for the Optiverse that sets context and explains why a visitor might use each of the three properties.

 

 unspecified-1.pngunspecified.png

 

We’re implementing a custom implementation for premium gamification in our community with unique badges our members helped design.

 

unspecified-3.pngunspecified-2.png

 

In our quest to provide the best possible digital experience for an individual visitor, we’re also personalizing headers and layouts based on behavioral and firmographic attributes. We continually use AB tests and user test to inform and guide our decisions.

 

How we  executed our community design

 

There’s a blog post that digs into this process in detail that can be found here

 

Here are the main steps:

  1. Do you research and know your data. We were continually looking at analytics, talking to community members and performing user tests.
  2. Get the right people in the room. We gathered a team of internal stakeholders who were invested in the success of the community and set clear KPIs together.
  3. Draw a line in the sand. We created a strategy brief that became the source of truth for the entire design process. The Strategy brief outlined the vision and mission of the Optiverse, key user behaviors we wanted to influence, emotions we wanted the design to convey, target audience motivations, primary and secondary target roles, guiding UX priciples, and measureable goals. For example, based on common feedback trends from customers, the Optiverse team distilled the emotional and visual identity with six principles: Helpful, Educational, Trustworthy, Industry Leading, Thought provoking and Interactive. Of course, the tone and mood of the design should also follow these attributes. Having a strategy brief helped communicate the project to external team members and helped us evaluate success of the project.
  4. Move quickly and eliminate dependencies in design. Wireframes were essential for rapid prototyping because they allowed us to move quickly and are extremely cost-effective.  Along the way, we were constantly throwing new and crazy ideas on the wall to see what stuck. We always referred back to the user experience brief and used customer feedback to validate hypotheses. 
  5. Keep community members involved. Once we finally moved into the design phase, we made sure to keep our Community MVPs up to speed so they could contribute feedback and ideas.

 

Our metrics

 

2 months after the launch of the re-design (but still prior to rolling out gamification) we saw the following results (as compared to months prior to the launch):

 

Total Page Views

76%

Total Unique Visitors

58%

Completed Registrations

190%

Member Time (min)

103%

Member Entrances

117%

# of Posts

15%

Pages per Session

5%

Session Duration

40%

Status:
2016 Lithy Submission

Lithys 2016: TELUS - Community Design of the Year

By JaniceK

Lithys 2016: TELUS - Community Design of the Year

Status: 2016 Lithy Submission
by Lithium Technologies JaniceK ‎04-26-2016 11:32 AM - last edited on ‎05-03-2016 08:32 AM by Moderator Moderator

Untitled23.pngCompany:  TELUS

Entry submitted by:Scotty Jackson (Sr. Strategy Manager)

Community: TELUS Neighbourhood

Lithy category:  Community Design of the Year

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Our Community Goals

 

Since its launch in 2013, the TELUS Neighbourhood has been focused on providing support content and conversations to users with the goal of offsetting live contact, expanding scope of support through crowdsourced content, and connecting customers more deeply with each other and with TELUS.

 

A Standout Responsive Design

 

The TELUS Neighbourhood employs a very deep digital standards guide developed by TELUS to guide all of our online experiences. In this way, our brand becomes a platform from which all experiences emerge, making our community immediately visually familiar to users.

 

We have employed the use of Lithium responsive (and our own customized approach to responsive before that) to extend that familiar experience across all devices, making an optimized mobile experience and bringing consistency of experience across screen sizes.

 

We leverage digital assets and design to make for a delightful and outcome-oriented community. Our standards make for a very clean presentation with no clutter, the focus being to provide users with what would satisfy their real needs. Some examples are the different navigational elements in place, designed to let our users get to the information they want as quickly as possible, with current and relevant content easily surfaced for the user.

 

How We Built our Custom Redesign

 

In late 2014, to employ brand standards and to match with a newly redesigned telus.com, we built a custom redesign of the Neighbourhood, using the Lithium API to push and pull content with a responsive frontend. While this achieved the use of our digital standards, it came at the cost of a wide number of features and performance. To address this, we became active in the Lithium responsive beta program in mid-2015.

 

In concert with the Lithium team, we undertook a deep inventory of components both operationally in place or desired. Comparing that inventory to the Lithium component set, we developed a plan to marry initial intent to existing components, striking a strong balance between standards, customization, and best practices.

 

We then embarked on a wireframing exercise to lock down the relative position of elements, leveraging the digital standards guide to direct look and feel. Through this, we further identified opportunities to optimize for experience and sustainability while still keeping the spirit of our digital standards adhered to.

 

We released for the first time in January 2016, and have since done a number of subsequent publishes to continue to refine the experience to significantly positive response and engagement from our users.

 

 

TELUS screenshot.png

TELUS screenshot 2.png

 

 

Our Q1 2016 Design Excellence Results

 

A summary of the benefits realized in Q1 2016:

 

  • 28% YoY growth in traffic (comparing Q1 2016 to Q1 2015)
  • > 330,000 unique community visits
  • Over 47% of traffic from mobile/tablet (vs. ~34% mobile traffic in late 2014)
  • 286% growth in kudos given (comparing Q1 2016 to Q1 2015)
  • Offsetting of over 66,000 live contacts (call, email, web chat, or store visit)
  • $3.6M in annual operational savings

Untitled23.pngCompany:  TELUS

Entry submitted by:Scotty Jackson (Sr. Strategy Manager)

Community: TELUS Neighbourhood

Lithy category:  Community Design of the Year

 

TELUS is Canada’s fastest-growing national telecommunications company, with $12.5 billion of annual revenue and 12.5 million customer connections, including 8.5 million wireless subscribers, 1.5 million residential network access lines, 1.6 million high-speed Internet subscribers and 1.0 million TELUS TV customers. TELUS provides a wide range of communications products and services, including wireless, data, Internet protocol (IP), voice, television, entertainment and video, and is Canada's largest healthcare IT provider.

 

Our Community Goals

 

Since its launch in 2013, the TELUS Neighbourhood has been focused on providing support content and conversations to users with the goal of offsetting live contact, expanding scope of support through crowdsourced content, and connecting customers more deeply with each other and with TELUS.

 

A Standout Responsive Design

 

The TELUS Neighbourhood employs a very deep digital standards guide developed by TELUS to guide all of our online experiences. In this way, our brand becomes a platform from which all experiences emerge, making our community immediately visually familiar to users.

 

We have employed the use of Lithium responsive (and our own customized approach to responsive before that) to extend that familiar experience across all devices, making an optimized mobile experience and bringing consistency of experience across screen sizes.

 

We leverage digital assets and design to make for a delightful and outcome-oriented community. Our standards make for a very clean presentation with no clutter, the focus being to provide users with what would satisfy their real needs. Some examples are the different navigational elements in place, designed to let our users get to the information they want as quickly as possible, with current and relevant content easily surfaced for the user.

 

How We Built our Custom Redesign

 

In late 2014, to employ brand standards and to match with a newly redesigned telus.com, we built a custom redesign of the Neighbourhood, using the Lithium API to push and pull content with a responsive frontend. While this achieved the use of our digital standards, it came at the cost of a wide number of features and performance. To address this, we became active in the Lithium responsive beta program in mid-2015.

 

In concert with the Lithium team, we undertook a deep inventory of components both operationally in place or desired. Comparing that inventory to the Lithium component set, we developed a plan to marry initial intent to existing components, striking a strong balance between standards, customization, and best practices.

 

We then embarked on a wireframing exercise to lock down the relative position of elements, leveraging the digital standards guide to direct look and feel. Through this, we further identified opportunities to optimize for experience and sustainability while still keeping the spirit of our digital standards adhered to.

 

We released for the first time in January 2016, and have since done a number of subsequent publishes to continue to refine the experience to significantly positive response and engagement from our users.

 

 

TELUS screenshot.png

TELUS screenshot 2.png

 

 

Our Q1 2016 Design Excellence Results

 

A summary of the benefits realized in Q1 2016:

 

  • 28% YoY growth in traffic (comparing Q1 2016 to Q1 2015)
  • > 330,000 unique community visits
  • Over 47% of traffic from mobile/tablet (vs. ~34% mobile traffic in late 2014)
  • 286% growth in kudos given (comparing Q1 2016 to Q1 2015)
  • Offsetting of over 66,000 live contacts (call, email, web chat, or store visit)
  • $3.6M in annual operational savings

Looking for past LiNC content?

We have moved all content from previous years to make more room for the great content to come. Head over to the archives to view past discussions, ideas, presentations and videos.

View the LiNC archives