need to co-develop and define a customer experience leveraging Salesforce Communities with a foundation focused on case deflection.
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Our team was tasked with improving the Ceridian customer experience by designing, building, and deploying a Salesforce Community foundation with the focus on peer-to-peer forums.
The Community we were deploying was a first for Ceridian, so the “before” consisted of researching the existing brand style guide and how it was applied digitally to the brand’s .com site.
before.
after.
The existing Ceridian brand was simple, friendly, and helpful with a calm color palette. The new Salesforce Community needed to reflect that, so a consistent style guide was created for the build.
Using a hybrid waterfall-agile methodology, I worked with the client to validate design through design mockups and an Invision prototype. With my internal team, I partnered closely with our UX lead and Front-end Developer as I incorporated the client’s branding/look and feel into the wireframes.
Our project success was measured by improved support productivity, increased self-servicing and peer-to-peer support, and thusly a reduced demand on our client’s resources for cases and support content.
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Working closely with both my internal team and the client’s marketing team, I branded the new Community in a way that was familiar and consistent to Ceridian users. The design had a scalable theme and foundation hierarchy that could grow over time as more functionality was added to the Community. Less than one month from launch, over 4K users accessed and highly engaged in the Community, aiding in self-service resolution for themselves and peers.