Cisco Customer Engagement Platform

The Task at Hand

Crypto Services wanted a central location for Cisco teams to log in and access a list of available services. They could see which services are being accessed, and view reports on their usage data. Our job was to build the foundational part of the portal and make sure it could display reports, provide enrollment access, and begin automating the on-boarding process with cross-charge functionality.

UX Challenges

Without a centralized platform customers have nowhere to look up services they are enrolled in or the data they’ve consumed. All correspondence is through email to a single engagement lead. Their responsibility is to send the requests to engineers or others who can help return the proper usage data in custom built reports. With data from so many different teams being pulled into one reporting system, we needed to determine which APIs to call to bring the proper data into our portal.

UX Solutions

Our solution to having so much available data was to create a portal that highlighted users' most important data. From there they can dive deeper into the full-service report to get a more in-depth breakdown of their quarterly usage. They can also enroll in available services using a SmartSheets integration on the Services page.

Team managers can view which members have access to reports as well as their service tier and availability. If users have questions about service features, they can easily submit support tickets that link directly to their ServiceNow accounts. They can also keep track of their ticket status without leaving the portal.

Team

• Client - Cisco Crypto Services

• Key Stakeholder - J-P Hamilton

• UI/UX Designer - Sean Kinberger

• PM/Lead Software Developer - Brandon Smith

• Software Developer - John Meier

Services

• UI/UX Design

• Information Architecture

• Wireframes

• Interactive Prototypes