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Challenges_1

Challenges

  • Reimagine brand experience
  • Improve usability of site as customer service tool
  • Develop key personas
  • Configure Profile Keys to measure engagement
  • Enable customers to self-serve
  • Launch new pages focused on educating personas

Solution

Solutions

Result

Results

  • Created a human-centered approach
  • Developed manageable, intuitive platform for site authors
  • Implemented scalable design to support building of 31 international sites in the future
  • Increased user traffic to >7% to ~195,000; new users >11%
  • Grew page views and page views per session by 23.3% and 5.2%, respectively
  • Reduced bounce rate by 50%

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