STC: Tafani, a Verint Community intranet where its people ask, share and put forward ideas
4 Roads built Tafani, STC's intranet on Verint Community: questions and discussions, ideation challenges, surveys and knowledge, on 54 custom widgets.
Verint Community
Macmillan: upgrading a community people rely on, and making it easier to search
4 Roads upgraded Macmillan Cancer Support's Telligent community, ending its bugs and logouts, and tagged its content with AI so people find answers faster.
We have been consistently impressed by the support, knowledge and expertise provided by the team at 4 Roads. Their understanding of online communities, platform configuration and user experience is second to none, and they have been a hugely valued partner in helping us develop and improve our Community.
The brief
A lifeline community on an ageing platform.
Macmillan Cancer Support's online community is a lifeline for thousands of people. But as its Telligent Community platform aged, the problems piled up: constant bugs, unexpected logouts and slow pages.
Fewer posts were getting replies, the customer satisfaction score was sliding, and a platform out of support left the community exposed to security risks.
- Client: Macmillan Cancer Support
- Platform: Telligent Community, now Verint Community
- Services: Strategy, design and development
The upgrade
Upgraded step by step, and tested before it went live.
4 Roads upgraded the community to the latest version of Telligent at the time, step by step, so that nothing reached the live site untested.
- Prepared: the new version ran on a staging environment, with a clean, prepared copy of the database, before the live site was touched.
- Tested: bugs, from the logouts to a clumsy mobile experience, were found and fixed before launch.
- Together: 4 Roads worked with Verint, the platform's makers, and with Macmillan throughout, from testing to going live.
Finding information
Content organised by cancer type and treatment, and tagged with AI.
4 Roads built a taxonomy for the community from cancer types and treatment keywords. As people write, the community suggests tags from it, and ad-hoc tags are restricted, so content stays organised.
AI was used to tag every existing post, linking the community's conversations to Macmillan's own information through the taxonomy, and search uses it to return more accurate results.
Reminder notifications bring people who have drifted away back into the conversation.
Results
Stable again, and people coming back.
The upgrade fixed the bugs and made pages faster, and engagement began to climb again: people spent more time in the community and replied sooner.
- Look and feel: 54% of users loved it
- Working well: 52% said it worked well or very well
- Ease of use: 48% found it easy or very easy
After launch
Looked after once it was live.
For 30 days after launch, 4 Roads monitored the platform and fixed any minor bugs free of charge, and it continues to support Macmillan beyond the project.
54% of users loved the new look and feel
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