In Brief

Bose – best known for their high-end audio products – relaunched their online Support portal and community forums as part of a wider website refresh. This is a one-stop location where customers can download manuals, trouble-shoot, research and discuss with other owners.

My Role

The brief was clear: this was to be a quick-loading, highly accessible, content-manageable addition to the site, enabling customers to self-support and to free up some capacity in their customer support teams. The final product is a complex set of templates built in Mustache within a standalone Node application, integrated with AEM and Khoros Communities.

Photograph of the Bose SoundLink Mini speaker, in silver.

The introduction of Bose's Product Support Portal came about as a way to engage more directly with their customers, alongside reducing strain on their customer service team, allowing their customers a more direct route to resolve simple problems themselves.

Following stringent brand guidelines, we developed a component library using Mustache, Less, Modernizr and Storybook. A portion of these were then handed over to a third-party supplier for integration into their community forum platform, whilst the rest were built into a standalone portion of the Bose website (integrated with AEM), providing a web-based interface to the manuals and trouble-shooting of hundreds of products (both old and new).

In order to reach as many people as possible, accessibility and fast-loading were absolutely key. Using lazyloading techniques, the average page load at launch was a little under two seconds, and achieved AAA accessibility conformance. The website receives over 250,000 visitors a month, and the forums often see post counts in the 10+ thousand a day.

Screenshot from Bose Product Support website home page, desktop screen size.
Screenshot from Bose Product Support website home page, tablet screen size.
Screenshot from Bose Product Support website home page, mobile screen size.
Screenshot from Bose Community Product Support website home page, mobile screen size.
Screenshot from Bose Community Product Support website home page, tablet screen size.