Cisco Knowledge Center is a digital platform that serves as a central hub of knowledge, tools, and resources to enhance productivity, consistency, and stakeholder collaboration.
UX Researcher | UX/UI Designer
I led and collaborated with developers, internal/external stakeholders and project managers throughout the entire process, from Discovery to the project launch.
The Cisco client requested UX/UI design services for a knowledge-sharing platform. The goal is to create 'one source of truth' through enhanced collaboration, overall ease of use and visibility. The key objectives for Cisco are as follows:
The Americas theater of Cisco encountered difficulties as project information, tools, and resources were not centralized. This led to the use of different systems and tools by Cisco, FNG, and Vendors, resulting in communication breakdowns, structural issues, and a drop in revenue.
In response to these challenges, I designed a centralised platform, creating a unified Digital SharePoint accessible to both internal and external stakeholders. This personalized platform streamlines interactions, providing a single source of truth for resources, tools, onboarding, and various information.
By prioritizing a user-centric approach, I ensured that the final product aligns seamlessly with users' expectations by placing them at the core of design and development, enhancing their overall experience through user insights. My approach involves:
A remote workshop was conducted using the online collaboration tool Figjam to identify the problem we needed to solve. Along with stakeholders, I explored the project background, user groups, key problem areas, prioritisation and KPIs.
The workshop objectives:
During the workshop, we delved into four user groups and gathered information about their motivations, goals, and potential blockers that could prevent them from using the tool. This knowledge helped me create two consolidated proto-personas.
Using the information I gathered about these two proto-personas, helped me design solutions that were tailored to address their actual problems. This approach allowed me to eliminate any assumptions and ensured that we developed solutions that effectively tackled critical user issues.
During the initial design phase, I examined SharePoint's built-in limitations while working closely with the development team to ensure that the end-user experience was positive and within budget. After conducting the research, I developed a scalable architecture with a hierarchical system that organizes and displays content based on the type of user login, resulting in easier access to specific tools, articles, or project information sets.
After aligning the information architecture with SharePoint capabilities, I created a paper prototype that matched user's functional requirements. I then facilitated early-stage iterations to gather stakeholder feedback and ensure a positive user experience.
During my exploration of SharePoint, I developed a simple design system consisting of components and assets that are specifically geared towards SharePoint. This design system helped to simplify the design and development process, ensuring that the final product accurately reflected SharePoint's capabilities.
After creating the core components of the design system, I proceeded to develop the user interface. I made sure to follow the wireframes and adhere to the AA (W3C) accessibility standards. To ensure accessibility compliance, I used a variety of plugins and a comprehensive accessibility checklist. During the design phase, I employed a UI heuristics evaluation based on Jacob Nielsen's usability principles. This helped me to identify and resolve any usability issues before moving on to testing and development.
To begin the usability testing process, I involved various Cisco stakeholders, including designers, developers, and regular users, in organized qualitative tests. I designed specific tasks that helped us gather valuable data and evaluate the overall usability of the product. The evaluation allowed me to identify minor issues such as interaction difficulties, task duration, success rates, and user satisfaction. After addressing the identified issues, I implemented solutions that improved the user experience.
The Problem
There was confusion around how to select and deselect 'systems and tools' and visibility of what has been selected.
The Solution
To solve this, I incorporated a star indicator as a visual cue. This cue clearly distinguishes between selected and unselected "systems and tools." Additionally, I included helpful introductory text to further assist the user.
The Problem
The overall feedback regarding the different links (Page Links & Quick Links) indicated uncertainty regarding their respective functions and importance.
The Solution
To address this problem, I renamed 'Page Links' to 'Contents' and added an arrow icon to indicate snapping to sections on the page. This differentiation clarified the functionality.
As part of the Cisco project, it was crucial to involve stakeholders at every stage of the project. This included their participation in test executions during the User Acceptance Testing (UAT) phase. It was also equally important to work closely with the developers to ensure continuous delivery while staying within budget constraints. The developers played a critical role in facilitating a smooth transition of the code from the development stage to testing, and they were able to quickly resolve any issues that arose. During this phase, I developed and executed test cases to assess the hub's functionality, usability, accessibility (using Wave), and overall performance (using DevTools Lighthouse) to ensure that it met the end-users' needs. This collaborative approach ensured the delivery of a robust and user-centric solution.
Jahna Bower
Process Improvement | Project Management,
AtkinsRéalis
I wanted to share some feedback on the Cisco project that we recently completed with your team. Overall, we are incredibly pleased with the outcome and wanted to express our gratitude for your hard work and dedication.
Firstly, the Cisco Knowledge Center has been exceptionally well-received by our users. They have praised the platform for its intuitive design, ease of use, and the wealth of valuable information it provides. Many users have commented on how the platform has significantly improved their productivity and collaboration with other team members.
One of the key highlights of the project was the seamless integration of various tools and resources into the Knowledge Center. This centralized hub has allowed our teams to access critical information and resources quickly, leading to improved efficiency and decision-making across the organization.
Additionally, the personalized dashboards based on user login types have been a game-changer for our stakeholders. They appreciate being able to access relevant data and information tailored to their specific needs, which has helped streamline their workflows and improve overall effectiveness.
Furthermore, the collaboration between your team and ours was exemplary. Your team's willingness to listen to our needs, provide expert guidance, and collaborate closely with our stakeholders ensured that the project was a resounding success.
Overall, we couldn't be happier with the results of the Cisco project. Your team's professionalism, expertise, and dedication have made a significant impact on our organization, and we look forward to continuing our partnership on future projects.
Thank you once again for your outstanding work.
Mercanti B2B
Holman Lighting App
Tutuwa Foundation
