Objective:

• Redesign the global consumer support portal, service.mcafee.com, to align with the new marketing website and brand guidelines.
• Improve customer experience and customers’ ability to self-help on the support site.
• Develop an admin tool allowing site content to be updated in real-time.

Solution:

• Restructured and simplified the site based on competitive analysis, customer feedback, user testing, and site analytics.
• Collaborated with IT to design and implement a content management system allowing site content to be updated in real-time by country and language.
• Redesigned the site in two phases due to time and resource constraints and knowledge of an upcoming redesign and rebrand.
  • Phase 1 was an adaptive redesign that included new Intel Security branding, updated user experience and the creation of a mobile version of the support site.
  • Phase 2 was a responsive redesign to align the support site with the redesigned marketing site and new McAfee brand and style guidelines, as well as revisions to the user experience based on user testing and new business objectives.