Empowering Community Experts
In any vibrant online customer community, you’ll find a small and mighty cohort of volunteer experts who get satisfaction out of onboarding, educating, and supporting others. They are valuable assets to community managers and customer support teams, and provide valuable insights to product managers. As “power users”, they tend to advocate for improvements to efficiency, flexibility, and customizability.
In this project, I collaborated with product manager Vinh Jones and expert users from our Telefonica community to explore how we might encourage peer-to-peer support, improve speed and efficiency for expert users, and extend their reach through enhancements to the knowledge base.
Role: Senior Product Designer at Jive Software
Contributions
Needs analysis and design requirements definition in collaboration with product management and customers
Product design strategy
Information architecture
Interaction design
Visual design by John Lascurettes.