Customer Success and the Support Site

A Deeper Dive into the value provided by our Support Site

Deeper Dive- Problem- Research- Change- Next Steps for Lumo- What I’ve learned

The Problem

The support website lacks value

GoalsRevamp Lumo Run and Lumo Lift articles and visually redesign site

Research: Self analysis

Search feature yielded 50 results for any search involving product name

Research: Self analysis

Many articles did not provide enough value to our customers

Research: Jawbone, Fitbit analysis

- More content about product use provided by articles- Troubleshooting articles provide steps to set the

customer up for success- Stronger organization of content

Jawbone

Fitbit

Changes

Created New Categories for information

Edited and created articles

Changes

Changes

New Run categories:

Device and Data CompatibilityWearing Lumo RunApp UseLumo Run MetricsBattery & Connectivity

Old Run categories:

Getting Started Using Lumo RunSetting-Up & Using the Lumo Run SensorWearing Your Lumo Run Sensor & GearLumo Run App Features & Functions Lumo Run Metrics & Coaching DetailsLumo Run FAQ

Changes

SEO: Removed comments, and created many new tags

SE searched entire article + comments

Next Steps

- Improving the site is a constant project- Include CSAT (survey) question for measurement of how

the support site helped the customer- Future visual redesign of the site

What I’ve learned as an Intern

Lifelong skills and Project Skills- Rebecca’s thought/information organization technique- Competitor analysis- Search Engine Optimization- Professional Communication and time management

Customer Success and the Support Site

Thank you!