Andrew McClellan

Symantec’s Enterprise Support team was looking for a qualified partner to assist with their support site redesign. They were seeking proficiency in 3 key areas; user experience, design and AEM development. We brought together a full team involving content strategy, UX, design, and development in order to achieve their ideal future state.

I led the new business pursuit, developed the approach, structure and resourcing of the brand experience delivery team. We integrated content strategy, UX and design, and worked closely with Symantec’s support team to define their vision, goals and objectives for the site’s ideal future state. 

We uncovered insights thru user research, an assessment of their current user experience, and an audit of their existing content. Our findings identified strengths and opportunities for the support site, leading to the development of the site’s content strategy, information architecture and user journey. 

This also helped to redefine the support site’s experience, and establish a strategic direction focused on credibility, understandability and relevance. Additionally, we uncovered content gaps in the customer journey, identified a taxonomy framework and developed more efficient content structures across the site. 

To establish the support site’s identity within Symantec’s overall brand experience, the interest was for the support site to appear as a sister to the marketing site, but not a twin. We achieved this by leveraging the colors and fonts - while taking a more iconographic approach to help with some of the necessary directives specific to the support site’s user needs. 

Throughout this process, we helped Symantec’s UX and design team establish a design system that could be integrated with the marketing team. The design system includes colors, fonts, icons, symbols as well as a component library for mobile and desktop. 

The results were recognized by the Association of Support Professionals, who awarded Symantec’s enterprise support site as one of the 10 best support sites.

Andrew McClellan
| Director of Brand Experience

Deana VanCura
| Content Strategist

Isaac Trujillo
| Art Director & Designer

Sophey Schrull
| UX Architect