Strategic Initiative:  Web.com needed to solve a high customer churn rate for first year website subscription customers, as well as solve an online reputation problem. I came up with the idea of an online small business resource center. I created several iterations of a Small Business Forum Website, which was built upon a Wordpress platform with extensive customization.

I managed an offshore team and worked with our internal tech team to create and iterate this website. As the content editor of this site, I managed a content team that created thousands of pieces of content, including numerous eBooks, blogs and videos.  I integrated and revamped the company's knowledge base (integrating three separate knowledge bases with millions of customers) so that our help content became more accessible to our customers. I also fixed the google search issues that were preventing users from finding the content they needed to solve their problems, which supported a reduction in support call volume.

My role included UX strategy, prototyping, revisions, design management, and management of the offshore technical team that built it.

The Result: The initiative was so successful in popularity and views that after three years, they decided to turn it into a content marketing tool for acquisition.  It was promoted alongside the Web.com PGA Tour, which they sponsored for over a decade.  I saved the company millions of dollars in development and maintenance costs for their internal knowledge bases by offshoring the development.  It was a very popular product internally and through our customers.