Unified Support Experience - Thrive Portal
Objective:
- Create a unified support experience in Salesforce for both McAfee Enterprise and FireEye customers and internal teams.
- Meet a six-month MVP launch deadline with a four-month global, phased rollout.
- Align solution with business goals, customer needs, and agile delivery timelines.
Process:
- Discovery & Definition
- Partnered with cross-functional teams to gather requirements from both user bases.
- Evaluated existing systems to identify unique workflows and redundancies.
- Design & Iteration
- Collaborated with Salesforce on wireframes and workflows for a consolidated support portal.
- Partnered with Salesforce developers to ensure feasibility and alignment with backend constraints.
- Implementation & Analytics
- Rolled out the solution in agile increments, supporting real-time feedback and updates.
- Implemented Salesforce reporting and Google Analytics to understand feature adoption, user behavior, and gaps/issues in the experience.
- Used data insights to prioritize roadmap items and guide enhancement discussions with business owners.
Results:
- Successfully launched MVP within 6 months; completed full global rollout in 10 months.
- Delivered a consistent, user-friendly support experience across two enterprise brands.
- Incorporated stakeholder feedback to improve usability and resolve early issues post-launch.
- Aligned roadmap and story prioritization with business goals through data.
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