Bose
Front‑end development for Bose's accessible Product Support platform, integrating AEM and Khoros Communities to help customers self‑support through manuals, guides, troubleshooting, and community knowledge.
In Detail
The Product Support Portal was intended to move straightforward support journeys towards self‑service, reducing pressure on Bose's customer service teams. Customers could resolve common issues through product documentation, troubleshooting content, and community knowledge before needing direct support.
The component library used Mustache, Less, Modernizr, and Storybook, following Bose's stringent brand guidelines. Components for the Community platform were shared with a third‑party supplier for integration into Khoros, whilst the remainder formed the AEM‑managed Product Support experience. Together, they supported manuals and troubleshooting content across hundreds of products, including historic products more than a decade old.
Accessibility and performance were central to the platform. At launch, average page loads were a little over one second, supported by modularised code and lazy‑loading techniques, whilst accessibility work targeted WCAG Level AAA. The support site went on to receive more than 250,000 visitors a month, with daily forum post counts often exceeding 10,000.
Homepage
The Product Support homepage acted as the main routing layer for the support experience, directing visitors towards direct Customer Support, categorised Product Details Pages, or the Community forums depending on what they needed.
Community Homepage
The Community experience combined Bose's own support content with peer‑to‑peer help. Visitors could troubleshoot product issues, download manuals, or move into the forums to find and discuss solutions shared by other Bose customers.
Product Details Page
Product Support pages were populated automatically from Bose's main product catalogue, bringing together product details and imagery with manuals, guides, troubleshooting, videos, compatible accessories, and servicing options in a single destination.
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John Kavanagh is an experienced and highly skilled front‑end developer with a meticulous eye for details. He is the right combination of analytically thorough and communicative ‑‑ keeping the team informed of potential risks and problems earlier than most as he is able to visualize the full ramifications of processes put before him. As an added bonus, John is fun to work with and I have enjoyed my time working with him."
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I worked with John Kavanagh on a high profile fast paced project. John always approached the work with fresh eyes and enthusiasm. He was always seeking to improve his work in the face of a daily changing spec. Generally a great person to have on your team."
