Universal Electronics manufactures and supports millions of remote control devices for dozens of large carriers around the world such as Time Warner, Cox, Charter, Comcast plus many more. All this boils down to a having a tremendous need for a good support site where the User Experience (UX) is paramount to ensure they are able to get what they need to setup or troubleshoot quickly. Our task was to streamline this process and improve the user experience while also making the site responsive to be supported across all platforms and devices.
UNIVERSAL ELECTRONICS
Overhauled support for the largest remote control manufacturer in the world
PROJECT BREAKDOWN
The strategy was to place an emphasis on the user experience and create a consistent experience across all devices to improve this process. We knew we had to architect a solution with proven tools and technology to ensure the best outcome.
Responsive Web Design (RWD)
User Experience Design (UX)
Multilingual Support
Search Engine Optimization (SEO)
Content Management System (CMS)
Ongoing Support & Maintenance
Google PageSpeed Optimization
fig.1 // responsive layouts
“One of our heaviest traffic online support sites was in need of an update. Our previous site was not mobile
friendly and needed some additional features for our customers.
We wanted to update the entire site and have a platform that was able to easily integrate into our software as
well.”
Rudy P.
Sr. Manager, Interactive and Creative Marketing
fig.2 // mobile screenshots & new color palette
fig.3 // mobile screenshots
THE TAKEAWAY
MOVIN ON UP
We had some very positive results with an impressive increase in social referrals and average page
time.
Simplifying the user experience and consolidating the information streamlined support.
Social Referrals
177%Sessions
2%Users
6%Avg Time on Page
8.5%
GOING SOUTH
Why are decreases good? They’re great when you’re
in the support business. Less time to get your
customers what they need = happy customers.
Pages/Session Down
15%Avg Session Duration Down
16%
QUOTE
"Visual Identity Group was able to concept and deliver a great solution for us that
has really made a positive impact.
We’re really happy with the work they did and with the ongoing support they provide to us."
Rudy P.,
Sr. Manager, Interactive & Creative Marketing
Working with Universal Electronics was a great experience. The collaboration between our teams was efficient and together we were able to improve one of the most important facets of their business. We’re proud of our work and see this solution working for them for many years to come.
