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.
