Help Center
Rakuten Viki specializes in Korean dramas and other Asian entertainment. Viki's super fans also known as Contributors are part of a one of a kind community that helps to subtitle shows and movies for the platform in over 160 languages.
My
Story
Building a Thriving Community
Recognizing that Rakuten Viki's Contributor Community plays a crucial role in subtitling content, I spearheaded the development of a dedicated Help Center and on-demand training program. Previously, new contributors faced significant onboarding hurdles navigating the subtitling workflow and understanding how to get started. This initiative provided self-service resources, including explanatory videos, to address these challenges directly. The result was an 80% reduction in the time it took for new contributors to become active and engaged within the community.
Results
-80%
reduction in days from signup to 1st contribution
10
training videos created
26%
self resolution rate
Creatives
Contriutor Community
Help Center Homepage
To enhance the contributor experience, I designed the Viki Contributor Help Center homepage with a user-friendly interface, prioritizing access to training resources for new joiners and ensuring a seamless onboarding experience.
Training Videos
Recognizing the need for improved contributor onboarding, I took the lead in developing and producing a series of comprehensive training videos. These videos, available on the Viki Contributor Help Center, have significantly improved the onboarding experience for new contributors.
