Resource Center Design and Build / Media.Monks
SITUATION.
Twilio, a leading cloud communications platform, sought to enhance the user experience on their website. The goal was to provide existing users with a centralized hub of resources to help them build modern customer engagement strategies for their businesses.
SOLUTION.
As the Digital Producer tasked with this project, I directed the initiative from its inception to the successful delivery of the codebase. Working closely with a cross-functional team, we developed a solution that met Twilio's requirements. We created a dedicated "Resource Center" within the website, building a proprietary relational database built on a Wagtail API framework. This center provided users with a comprehensive repository of free resources, covering various aspects of modern customer engagement. Users could conveniently filter the content based on their specific roles, solutions of interest, and industry preferences.
SUCCESS.
Following the implementation of the new user experience on Twilio's website, the impact was significant. Users reported improved ease of access to valuable resources, resulting in heightened engagement and satisfaction. The Resource Center became a go-to destination for existing users seeking guidance and insights to enhance their customer engagement strategies. The ability to filter content based on role, solution, and industry preferences proved to be a game-changer, enabling users to find relevant information quickly and efficiently. Ultimately, the project's success was reflected in positive user feedback and increased utilization of the Resource Center, demonstrating its value in empowering businesses to thrive in today's digital landscape.
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