Created for Qualtrics LLC.
XM Community Redesign 2023
The What
& Why
I rebuilt the XM Community website in March 2023, when we migrated to a new platform vendor, Gainsight. Due to vendor contract deadlines, I had only one month to design, plan, and implement a brand-new community website.
To start, I scoped features offered by our new vendor, identifying which elements of our existing homepage are out-of-the-box and which need custom code. Further, I assessed which out-of-the-box Gainsight features we should include in the homepage design.
Next, I created a wireframe of the new homepage in Figma and an interactive prototype in Adobe XD. Please view the interactive prototype using the button below. New features included in the wireframe and prototype are custom HTML YouTube and LinkedIn widgets, an events widget, a leaderboard widget, and a featured article. Leveraging Gainsight’s existing features, I incorporated a leaderboard for enhanced gamification. I also included an events widget, increasing Qualtrics event exposure. I replaced the second banner with Gainsight’s widget that dynamically highlights one community post, maintaining the visual segmentation the banner provided while adding functionality. Based on click data, I reduced the quantity of custom HTML buttons on the homepage from eleven to eight.
Lastly, I built the new homepage, which you can visit below, using custom HTML / CSS and the Gainsight Theme Builder.
The
Impact
After just one month, I launched the new website on 4/14/23, featuring social integrations, event promotion, streamlined buttons, fresh branding, and more. Additionally, I migrated the community’s existing user data, content, categories, badges, and more to the new platform. To learn more about the branding updates I made to stay consistent with our parent brand, please read the “Qualtrics XM Community Website” section of the Digital Branding page.
This redesign reduced the bounce rate from 45% to just 29%.
The Live
Homepage
The 2023 Homepage
Prototype
The New Homepage
Wireframe
Created for Qualtrics LLC.
XM Community Homepage Redesign 2022
The What
& Why
I redesigned the XM Community online homepage experience to reduce cognitive load, streamline the user experience, and increase content discoverability. First, I built a wireframe for the new site layout in Figma and then built an interactive prototype in Adobe XD. The fully interactive prototype can be viewed through the button below. I used engagement and click data in Google Analytics to design the homepage, ensuring the most clicked community site elements are accessible. Additionally, I featured community programming more prominently on the homepage to increase exposure to offerings. Updates to the design include a new navigation, color scheme, banners, and custom HTML/CSS buttons. I reduced the site color palette to Qualtrics-branded blues, gray, black, and white to increase accessibility and contrast. The new design has two simpler banners, one to land on when users open the homepage and the other to segment content. Once I obtained internal approval for the new design, I coded the build using custom HTML and CSS in the Layout Editor of the Vanilla Forums Platform.
The
Impact
Before the 2022 XM Community homepage redesign, the community homepage, depicted under “The Old Homepage,” had a bounce rate of 58%.
I launched the custom build on 11/9/22. After the 2022 XM Community homepage redesign, the bounce rate dropped to 45%.
The 2022 Homepage
Prototype
The New Homepage
Wireframe
The Old
Homepage
Created for Qualtrics LLC.
XM Community Rank
& Rewards Program
& Rewards Program
The What
& Why
The Rank & Rewards Program is the XM Community’s customer rewards program, allowing customers to earn points for their community engagement. By accumulating points, community members can achieve rankings on their profiles and next to their usernames. There are eight rankings: Level 1 - Level 8. Upon reaching each level, customers earn a new community badge, a LinkedIn profile badge, and rewards they can redeem through a Qualtrics survey.
The simple rank naming structure aids localization and allows global customers to compare rankings easily. After researching other industry ranking programs, I determined that dots can be functional visual representations of rankings that allow for localization and increased global understanding. As a result, I chose dots as the visual representation of rankings. I then expanded on the concept to create a cohesive, dynamic, and engaging brand for the program.
The
Impact
Beyond branding and designing the program, I also manage the fulfillment of rewards, the vendor relationship, and the program as a whole. For example, I secured a $100,000 incremental, annual budget from leadership for the rewards program. Then, I worked with a merchandise vendor to select and create merchandise for the rewards program, restocking merchandise as needed. I also facilitate the intake of customer rewards orders and submit them to the order fulfillment vendor. From September 2022 to September 2023, I increased program membership by 364%.
Community Post
Assets
Promotional
Assets
Community Post
Diagram Assets
Community Hall of Fame
Post Assets
Created for Qualtrics LLC.
XM Community Journey
Maps
Maps
The What
& Why
The XM Community Journey Maps are data-informed journeys for three community personas: the program owner, the student, and the Qualtrics Brand Administrator. Each persona has a journey, pictured below, that consists of 4 Google Slides. The first slide discusses the persona, their goals, and the scenario. The second slide is the current state map. The third slide is an assessment of opportunity areas and corresponding action items. Lastly, the fourth slide is the ideal state map.
As a two-quarter project, I analyzed data to identify community personas and map their journeys in the XM Community.
The
Impact
I created and presented the Google Slides Journey Maps to internal leadership. The action items resulting from these journeys became quarterly internal goals. Ultimately, the journeys led to the creation of the "Profile Build," the "One-pagers," and much more.
The Program Owner
Journey
The Brand Administrator
Journey
Program Owner Journey Slide 1
Program Owner Journey Slide 2
Program Owner Journey Slide 3
Program Owner Journey Slide 4
Brand Administrator Journey Slide 1
Brand Administrator Journey Slide 2
Brand Administrator Journey Slide 3
Brand Administrator Journey Slide 4
The Student
Journey
Student Journey Slide 1
Student Journey Slide 2
Student Journey Slide 3
Student Journey Slide 4
Created for Qualtrics LLC.
XM Community Profile
Build
Build
The What
& Why
The XM Community Profile Build is a custom HTML / CSS build that will live on the XM Community user profile pages. The build hosts a checklist of suggested steps for new users to complete as they onboard the community. The build also offers engagement rewards in the form of digital badges for the completion of the steps in the build. I chose to host the build-on user profiles because the profile is the first thing a user sets up when they join the community. And so, new users will immediately be exposed to and prompted to engage with community programming. I created a prototype in Adobe XD as well and wrote code for the build.
Through the above, data-informed, journey maps, I identified that over 53% of community user survey respondents were unaware of existing the XM Community's programming and offerings. As a solution, I suggested we create the XM Community Profile Build to introduce users to our programming and curate their onboarding experience.
The
Impact
I created a custom HTML/CSS build to improve the XM Community onboarding experience and introduce customers to programming. This build is scheduled to launch in the community in 2024.The New Homepage
Wireframe
The Custom HTML/CSS
Build
Created for Qualtrics LLC.
XM Community
One-Pagers
One-Pagers
The What
& Why
The XM Community one-pagers are interactive PDFs that provide new Qualtrics customers with an overview of the XM Community and its offerings. These one-pagers are intended to be given to customers digitally as they onboard with Qualtrics products. I designed three PDFs: one for customers, one for Brand Administrators, and one for Qualtrics Partners. Designing the one-pagers included wireframing in Figma, as well as interactive PDF creation in Adobe Indesign and Acrobat.
Through the aforementioned journey maps, I found that over 53% of community survey respondents were unaware of the XM Community's programming and offerings. As a result, there was an opportunity to improve how customers discovered the XM Community and its programming.
The
Impact
Now, digital, interactive PDF overviews of the community are delivered to customers during the Qualtrics onboarding process. This way, our team ensures that all new customers are introduced to the online community, while they familiarize themselves with Qualtrics products.
The Brand Administrator
One-Pager
The Customer
One-Pager
The Qualtrics Partner
One-Pager
The One-Pager
Wireframe
Created for Qualtrics LLC.
XM Community Forethought Chatbot
The What
& Why
In May 2023, the XM Community launched a chatbot, accessible throughout the community website. This chatbot leverages AI to answer customer questions about the community by surfacing relevant community posts, thereby, deflecting support tickets. I designed the chatbot icon in Adobe Illustrator.
A quarterly internal goal was to collaborate with Forethought AI to implement a chatbot, an industry standard that offers enhanced self-service support.
The
Impact
The XM Community chatbot has an 86% deflection rate, meaning it solves customer questions 86% of the time and reduces support ticket volume. Since its implementation in May of 2023, the chatbot has had 3,198 support deflections.
The Community
Chatbot
