Bose
A highly accessible web portal built using Mustache with AEM, allowing customers to self‑support by providing easy‑to‑access manuals, videos, guides, and troubleshooting.
In Detail
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. The intention was to allow 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, including historic products going back over a decade.
In order to reach as many people as possible, accessibility and fast loading were absolutely key. The average page load was a little over one second at launch, using modularised and lazy loading techniques, 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 range each day.
Homepage
The main, content‑managed landing page for Product Support. From here, visitors can quickly and easily access the area of support they require, including direct Customer Support, categorised Product Details Pages, and the Community forums.
Community Homepage
The community pages are a combination of direct manufacturer support and community forums. From here, a visitor can find and troubleshoot any issue they may be having with a product. In addition, they can find downloadable versions of their product manual or visit the forum for peer support, where customers discuss solutions they have come across themselves.
Product Details Page
Using the main Bose product catalogue, the PDPs within Product Support are populated automatically with product details and imagery. From this page, users are able to access PDF user manuals and guides, troubleshoot, watch videos, view compatible accessories, and reach out to support for servicing should they still need it.
