Redesigning Cisco's case management for 30%
quicker time-to-resolution

Company: Cisco Systems, Inc.
Role: Product Designer
Versions: V2
Timeframe: March - September 2023

Workflow redesign of customer case management and creation portal within CX Cloud

initiative

I convinced Cisco to expand the scope of this project

I was initially tasked with integrating a Cisco case management system into a CX Cloud platform. However, there was potential to go beyond technological alignment. I turned this project into an opportunity to reduce time to resolution on support cases.

I helped Cisco: 

This enabled collecting more relevant intake data up-front based on a new case type format

task #1

Convincing the team to scrap the previously decided direction

I was brought onto the project at a stage where designs of the next iteration already existed. However, it still had many of the same problems as what was currently in the product:

1. Lack of flexibility: The initial version (V1) was rigid and didn't adapt well to all functionalities.
   
2. Iterative process: The workflow required multiple iterations to accommodate different functionalities, indicating inefficiency.
   
3. Complexity: Version 2 (V2) introduced dynamic elements, overcrowding the interface and making navigation challenging.
   
4. Navigation issues: Users may struggle to navigate due to overcrowding, leading to frustration and errors.

task #1

I redesigned support cases with Case Types

I pitched the idea of having the user select a type of support case, that way the input fields could be tailored for that case. The support case template asked for too much input from customers. This problem stemmed from the support case needing to accommodate for many different case types.

This included looking at flows from Orders & Shipments, Licensing Problems, Contracts, Subscriptions, and CX Cloud.

• Identifying different parts of CX Cloud that could require opening a case & looking at SCM functionality for opening different case request types
• Apart from feature improvements, a huge part of this project was thinking through all possible errors and edge cases/flows that a customer or partner could go through. This helped improve many component interactions

task #2

Decided on a vertical stepper and sticky header pattern

After pitching case types, My proposal was to consider a vertical stepper, but separating each section onto different pages. Considering there are many details to fill out and could potentially frustrate the user when everything is displayed at once. 

In addition to a vertical stepper,

1. Show a static header showcasing asset or case type information for users to refer while continuing through the workflow. 
2. Incorporate edit blocks within the review summary page so that users can edit in context of the form without having to go through previous pages
3. Vertical Stepper to help users understand how many steps they have left/in total
4. Other component improvements: time & date picker with timezone incorporated, informational static header, review summary edit blocks and inline component errors.

task #3

Case 360 View Notes by Accordion

Problem: After users submit a case, they have the ability to check case updates and details within a Case 360 (all detailed view). One of the key frustrations within adding and viewing notes is that it’s difficult for users to distinguish between system notes, which can be long automated emails or case updates, from relevant case updates, such as “user updated case severity” etc. Some of these notes could be up to pages long, with an infinite scroll.

• A big challenge with this feature was being able to separate the system updates from notes that either the users or TAC had integrated. Sometimes the system updates could be a long list of information, so I needed a way to filter by notes type.
• After many iterations, I decided on a view switch, where it would give the user the option to filter out the system logs from user/TAC notes. 
• Another design change I proposed was switching from a timeline/stepper design to an accordion layout, with the default view showcasing the most recent note opened. This allows users to see a consolidated view and expand certain notes if needed without having too much visual clutter. 

50% Increasing Content Readability

task #4

Preventing unnecessary cases from being created & quickly automating submitted cases!

I looked at if any cases could be prevented from being created in the first place. SCM currently has many different flows for opening a case based on case type, but many of those flows don’t incorporate self-solve knowledge or automating RMA request cases. 

• Different portions of CX Cloud have separate entry points for opening a case
• I want to deflect cases by providing knowledge base articles & suggested solutions
• I want to be able to deflect TAC intervention by automating approvals for RMA requests

80% Faster Case Resolution