Founded in 1982 and with more than 11,000 employees around the world, Symantec is a global leader in cyber security, helping organizations and individuals protect and manage their data wherever it is housed.
Symantec was working diligently to integrate a series of acquired technologies into its portfolio and wanted to create a unified enterprise support experience to match. This endeavor would involve consolidating multiple portals, knowledge bases, and other web properties while refining the support experience to better meet end users’ needs with enhanced features, functionalities, and workflows.
Perficient Digital had partnered with Symantec on previous digital transformation projects and was selected to help make the new support experience vision a reality. We began with user research, a full audit of the existing content, and a needs analysis, which we used to shape the overall strategy for the project. With this evidence-based strategy in place, we designed the new user experience and established a design system to guide future design and development projects. The system includes a UI toolkit, branding guidelines, HTML and CSS library, Adobe Experience Manager components, and a governing UX design process, and will help Symantec maintain consistency as the site continues to evolve.
Our development team built the new, fully responsive and WCAG-compliant website using Adobe Experience Manager while Perficient’s AI Consulting practice developed a new virtual support agent called Sami to help users easily find the information they need. The new Support.Symantec.com launched successfully in June and has received positive customer feedback thus far. With a unified user experience foundation, improved processes, and new technologies in place, Symantec can continue to explore opportunities to enhance the support experience for its users.
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