“We want the Ferrari of Communities”
Pushing the limits of the Khoros Community Product
A Community of Communities
This channel will bring together a variety of users into a single platform, and empower them to give and receive support and tap-in to unique networking opportunities.
As the North American UX Lead of Khoros Professional Services Community Experience Group, I routinely led engagements with top brands (like Microsoft, Visa, GM, Samsung, and Sephora) to customize our Community product to their business needs — but winning Google Cloud as a client and keeping them happy set a new standard for how we approach customer engagements.
They wanted "The Ferrari of Communities"—a highly customized implementation of our Community product that would serve tens of thousands of GoogleCloud customers: developers, engineers, data scientists, and students.
A $250k design deal, previously unheard of, was the largest Khoros’ had ever sold — my expertise and support was instrumental at every key phase — from sales and onboarding to strategy, design, and launch.
GOAL
Establish Community as a trusted new official GoogleCloud channel – a single platform to serve a range of disparate types of customers.
Empower & Reward Superusers’
Create space and opportunities for GoogleCloud superusers to share their expertise, thought leadership, and best practices, and enjoy exclusive perks & rewards.
Solve for Business Cases
Solve for a range of business cases such as gathering feedback on product roadmaps and supporting other facets of the business such as developer education
A Robust UI Kit
Integrating the Material Design DLS with the Community Product’s Native Interaction Paradigms
The Khoros Community product was admittedly outdated and being completely rebuilt. In the meantime, the current product didn’t support our customers’ branding well nor easily integrate with their design systems.
As a temporary solution, my team created a robust custom UI Kit to maintain Google’s exacting brand standards, to maintain visual consistency throughout the experience, and enable rapid development.