Case Study: Starting an Online Community—from Ideation to Launch

Conference Archive

DevLearn 2018 Conference & Expo - October 25, 2018

Ryan McClelland

Customer Engagement Manager
Morningstar

Brian O’Neill

Director of Customer Engagement
Morningstar

Morningstar is built around serving individuals—both by helping them reach great financial outcomes and by providing outstanding customer service. Morningstar partnered with an online community platform to modernize the support experience, provide greater transparency around product development, and enable its customers to connect with each other. This session shares that journey with you, so you can know what’s ahead if you choose this option for surfacing and supplementing more traditional eLearning.

In this case study session, learn how Morningstar revolutionized their customer experience by building a brand-new community where their users can interact and receive the help they need. You’ll hear how a cross-functional team at Morningstar collaborated to define the problems they wanted to solve and the types of user experiences they wanted to foster. You’ll learn how customer communities are much more than just chatrooms, allowing companies to serve up help content, walk users through guided learning experiences, and even gather feedback and product ideas.

In this session, you will learn:

  • Why a leader in the financial technology space made a significant investment in community
  • What questions a company should ask itself when designing a customer community
  • How communities play a major role in improving customer experience
  • How eLearning can be integrated into a customer community

Audience:

Designers, managers, and senior leaders (directors, VP, CLO, executive, etc.).

Technology discussed in this session:

Morningstar Community site.

Handouts

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