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Cisco - User Experience Transformation
User and Customer facing help portal
Role - UX / UI Design Lead
Scope - How can we transform an article steeped search and find tool into more than just a help space? How can we drive adoption with the help portal and how can we align to branding and the design system?
Problem - The portal is not effectively driving adoption.
Duration - 9 months
Skills - Problem analysis, journey mapping, user research, information architecture, wire frames, user flow, visual design, interaction design, prototyping
Tools - Sketch, Invision
Learn
Problem and Task Analysis - Reviewing the data and the portal revealed several problems for us to solve. We bucketed these problems in two primary use cases.
1) Users in distress - will want to search
- Currently search is not providing adequate results.
- How can we improve search from both a UX / UI and front end, back end perspective?
2) Users here to learn - will want to navigate
- Currently users are steeped in articles as a learning mechanism.
- How can we transform the way users are currently learning with the portal?
- Currently we do not know who our users are when they land on CHP.
- How can we know who they are before they visit and provide a customized experience for the user?
- Navigation is difficult. Several redundant entry points and poorly placed design elements are confusing and high in cognitive load.
- How can we simplify for usability?
Poor UX manifested itself as poor UI and visual design.
Ideate - First step was to identify and isolate assumed pain points within the flows of the portal. Since the majority of users were entering the portal from the home page, journey mapping from each entry point was key.
User feedback mechanisms from the portal provided the first step in validation.
We used this data from the feedback mechanism to drive our quick win design decisions for the home page, the rest would come later.
More Research - We further validated our assumptions by observing how users used the portal. We conducted 10 interviews over a period of 7 days. Most of our assumptions were proven correct while gaining new insights from the users perspective. These new insight would be used to make further refinements to both the UI and the learning experience.
A good design must be solid from the inside out. Our first step was to revamp the Information architecture to improve navigation flow.
Home Page - On the surface we continued to attack the low hanging fruit of the UI for quick and maximum user impact.
Product Landing Pages - We took the first step to redefining the Collaboration Help Portal by transforming what was once an article heavy portal into an immersive video learning experience. We designed this configurable product landing page to be customizable to its featured product and can also be reconfigured to meet the needs of Cisco's Customer Success marketing campaigns. We kept it light and lose for quick and agile iterations.
Product landing pages act as a user navigation routing system and as an emersive video learning experience.
Adding authentication would allow the addition of customization features to the experience.
Subscribe for updates was the first of many features to come.
A refined UI and visual design was an important part of the end to end experience.
Collaboration Help portal - https://collaborationhelp.cisco.com/?language=en-us
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