Customer Experience (CX) Cloud is a digital platform designed to help customers streamline operations, reduce costs, and predict better business outcomes.

With over 1 million users, delivering a seamless and intuitive CX Cloud experience is essential.

To support this goal, I was tasked to conduct a heuristic evalution for 2 key sections: Advisories & Cases.

Role

Team

Duration

UX Researcher

Steve Ricken (Manager)

Andrea Lindeman (Co-Manager)

12 Weeks

June 2023 - September 2023

From Insight to Implementation:
Heuristic & User Testing on CX Cloud

Our Learning Objectives

Each finding was documented with the corresponding page name, heuristic violation, severity score, and recommendations for the next iteration

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My Internship Experience

Overview

Scope

  • Advisories: provides information about the issue, impacted devices, recommended remediation steps

  • Cases: create & manage support ticket issues with Cisco products

Methodology

  • Environment: Firefox Browser

  • Nielsen Norman's 10 Usability Heuristics

  • Rank severity issue from 0 (least severe) to 5 (most severe)

Outcome

  • Provided actionable suggestions for improvement

  • Created Jira tickets for engineering team to address in next release cycle

Research Findings

Based on all the findings, I identified 50+ usability issues with recurring patterns and proposed targeted design solutions

Consistent UI Across All Platforms

Customers aren't forced to learn something new

Actionable Warning Messages

Customers can take action to resolve the issue

Simple UI

Customers can easily complete their tasks

In addition, I was tasked with comparing two designs displaying support type and coverage information. The goal is to help customers easily locate this information after purchase

1.

Evaluate whether customers understand different terminology presented in the product

2.

Understand how often and why customers check support type and coverage to inform design decision

3.

Validate which design idea to pursue new tab or summary view

Methodology

Usability testing study on Usertesting.com

Preference testing with 10 Network Engineers

Key Takeaways

  1. Customers were confused between the two terms support type and coverage

Supported by 40% participants answers

  1. Most customers rarely check the support type and coverage of their product

Supported by 80% participants answers

  1. Equal number of customers prefer the Summary Tab & Coverage Tab

Process

Outcomes

I discovered that viewing Coverage information isn't a frequent flow, so
we can go for the Coverage Tab design option

Affinity Mapping

Persona Mapping