1. Customer Success and the
Support Site
A Deeper Dive into the value provided by our Support Site

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

3. The Problem
The support website lacks value
Goals
Revamp Lumo Run and Lumo Lift articles and visually
redesign site

4. Research: Self analysis
Search feature yielded 50 results for any search
involving product name

5. Research: Self analysis
Many articles did not provide enough value to our customers

6. 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

7. Jawbone

8. Fitbit

9. Changes
Created New Categories for information
Edited and created articles

10. Changes

11. Changes
New Run categories:
Device and Data Compatibility
Wearing Lumo Run
App Use
Lumo Run Metrics
Battery & Connectivity
Old Run categories:
Getting Started Using Lumo Run
Setting-Up & Using the Lumo Run
Sensor
Wearing Your Lumo Run Sensor & Gear
Lumo Run App Features & Functions
Lumo Run Metrics & Coaching Details
Lumo Run FAQ

12. Changes
SEO: Removed comments, and created many new tags
SE searched entire article + comments

13. 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

14. 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

15. Customer Success and the
Support Site
Thank you!