DESCRIPTION:

Get Satisfaction is a customer community software platform for technical support with clients ranging from Netflix, Microsoft, Verizon, to Comcast. It also caters to small businesses. One of the problems GetSatisfaction faced was consumer and client side usability. The on-boarding process was especially troubling and contributed to a large percentage of drop-offs. The challenge was to bring Get Satisfaction's on boarding process up-to-date, user friendly and more interactive for both the consumer and the client. In my research of the competition I noticed many key areas Get Satisfaction could improve especially focussing on ten key heuristics. We interviewed and recorded consumers and current clients, created personas, and mental models and made changes to prototypes based on our findings.