Case Study

SimpliSafe — Support

TYPE : IA / UI / UX

Redesigning the support a community site

3 Months

SimpliSafe Support Site

Helping SimpliSafe customers troubleshoot issues while taking pressure off customer support reps - making lives easier and saving money.

Background

Like most companies with a complex suite of products and services, SimpliSafe had a dedicated support site commited to helping customers help themselves, chat with SimpliSafe professionals, and community members alike.
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With its own stakeholders and unique KPIs, Full Nelsen teamed up with the Customer Experience team to bring a redesign to market that enabled customers like never before.

Full Nelsen designed systemized components for use across different page types.

Problem

The Customer Experience Team had already got the ball rolling on new content modules and IA (information arrchitecture) when they asked Full Nelsen to help. We jumped on the moving train.

We learned that not only were we doing a much needed information architecture revamp, but we were also tasked with bringing the newly developed brand from internal creatives to life across the first web property to get the design overhaul.

We expertly took the new look and feel (developed mainly with marketing efforts in mind) and shaped it to create smart systems and componets that made maintaining and spooling up new content a breeze.

What Happened

We introduced new core navigation, componetized UI elements for use across multiple pages in the CMS, and designed a new content type - the guided flow.

Guided flows take common tasks and provide focused multi-step directions with multiple media types.

Results

Because this was the first web property to get the new brand overhaul, there were more stakeholders watching closely than originally anticipated.

We expertly took the new look and feel (developed mainly with marketing efforts in mind) and shaped it to create smart systems and components that made maintaining and spooling up new content a breeze.

15% ^

HELPFULNESS SCORE

We introduced a component called a “Guided Flow”. It takes common tasks and provides focused, multi-step directions with multiple media types.

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