SUPPORT SECTION REDESIGN
Business Challenge: Determine how Bose can improve the support experience for crucial scenarios like product set up and troubleshooting. Improve the process for finding replacement parts for existing products. Customers should be able to quickly and easily find what they are looking for. Information must be presented in a way that is actionable and easy to understand. Customers need to feel confident that the content they are viewing is relevant to their product. ​
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Process/Solution: Partnered with an external agency and internal stakeholders to determine the best possible research strategy to gather information from customers as to how they would go about troubleshooting their product and purchasing replacement parts. Guided agency on approach, process and final recommendations. Leveraged agency-recommended navigational and layout suggestions.
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Deliverables: Clickable prototype and annotated wireframes.
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RESEARCH
Align with external agency on research goals
Gauge the usefulness of different entry points into support content. Understand what kinds of information users would expect to find contained within each.
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Validate the hierarchy and findability of various entry points within the Support Home page.
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Discover what kinds of information users look for to identify and differentiate between products within the support section.
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Understand how the presentation of product information impacts users’ perception of their ability to self-service.
FINDINGS & RECOMMENDATIONS
Sample key summary of findings and recommendations gathered from research
Key Findings:
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Users want to self service
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All participants said they start out with a Google search when they have a product issue in the hopes of being able to self-service.
Recommendations:
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Within the support section, provide entry points that mirror the various mind-frames users come to the site with, including: 1) Troubleshooting, 2) Set Up, Guides and Manuals, 3) Locating replacement parts and 4) Getting help from the Bose Community Forum.
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Provide easy access to troubleshooting info and replacement parts once the user's product has been identified.
SUPPORT HOME PAGE
Desktop and mobile wireframes of the revised Support home page showcasing the site's features
SUPPORT PRODUCT PAGE
Desktop and mobile wireframes for new Support product page where users can easily access troubleshooting info, parts and accessories, manuals, etc.
