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Panasonic Customer Support
Prior to Critical Mass's involvement with Panasonic, the Panasonic Customer Support website was consistently scoring very low in usability studies, and Panasonic had received a high volume of negative feedback from their customer base regarding their ability to find relevant, useful information on the site.
Critical Mass was tasked with redesigning the entire Support section of panasonic.com in order to increase customer satisfaction. This involved a complete rebuild of how their Search technology (Endeca) was implemented along with building tools such as a Model Number Locator and an easily-navigated menu of product types.
- Role: Technical Project Lead
- Duties:
- Primary client contact on all technical discussions
- Wrote all functional specs at outset of the project
- Wrote all technical documentation handed off to client upon project completion
- Participated in and supervised usability studies
- Assigned developers to the project based on skillsets and current milestone deliverables
- Onboarded and supervised development staff
- Worked closely with design staff, project managers, and account managers to maintain project timelines and ensure delivery of high-quality work