DesignMap Inc.

Cisco Technical Support Request Tool

Project Overview

After 2 major redesigns without a user experience designer's involvement, the customer satisfaction levels continued to decline.

Based on user data the design objectives were to 1) Reduce the amount of time a user spends resolving technical support issues, 2) Streamline the application to minimize the number of screens, and 3) Improve Walker Customer Satisfaction Score to increase from it's score of 3.81 past 4.0 (2003 levels.)

Key Improvements

The new design saw a 53% reduction in Product flow screens from 13 to 6. The Walker Customer Satisfaction score increased from 3.81 to 4.17. Support cases decreased by 70%, and more than 80% of interviewed users felt the prototype had a positive impact on their perception of Cisco.

Elements of Success

DesignMap was brought in early in the process examining and evaluating extensive usability studies. Design changes were communicated with end users and Cisco stakeholders throughout the project insuring a smooth adoption rate. Design process focused on the whole user flow rather than individual screens.

Project Length

6 Week Design Project

Before After
 
User Flow