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The User Experience

This is part of a series on the evolution of the Cisco Collaboration Cloud platform, exploring the technical and design principles behind its unique architecture.

In the last post in this series, Rowan wrote about revolutionizing enterprise communications through the cloud to deliver amazing experiences. I am glad that Rowan mentioned experience, because that happens to be a passion of mine.

For me, experience manifests itself in several ways. It means:

  • Our technology is integrated and works easily across our platform;
  • Our technology is intuitive and easy to use by anyone at any level in the organization; and
  • Most importantly, it means users are delighted in every interaction.

But to deliver amazing experiences, we have to understand how people will use our technology and what they need to accomplish FIRST, before we build anything. When we understand the experience people want, we can tie that to the experience we deliver. Then, and only then, can we build a platform with products that are valuable and desirable.

We do this by leveraging three key design principles across Collaboration. Embedded in everything we do, they put users at the center of our platform and products. These principles are: simplify, connect, and delight.

Simplify: this is all about the experience. You’ve told us you need to connect with your teams quickly, no matter where they are Read More »

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Cisco IT’s User Experience Playbook: Feedback Systems and Sentiment Analysis

For us to make user experience (UX) a pervasive, positive experience for users across the company, we need to put feedback systems and sentiment analysis in place. This process helps enable continuous improvement and in-the-moment feedback. That’s what Chapter 4 of our Cisco IT User Experience Playbook is all about.

How do we know the impact our services are having on our user base? And how do we better know where to prioritize our improvement efforts? The IT service owners know what the users have to say because we empower employees to communicate their opinion. Through closed-loop communication, we enable a process of Listening, Analysis, and Action.

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Point of View: Optimisation, Monetisation and Customer Privacy

PJ PhotoGuest blog from Paul Jesemann, Cisco Solution Consultant, Mobile Architecture, APJ

In June, a mobile operator in India was accused of spying on its customers by inserting a javascript in browsing sessions on its 3G network. The service provider admitted it was using a solution to help customers keep track of data usage, yet in press and blogs, concerns were expressed about it being a privacy breach, and a means to track subscriber browsing data for monetisation purposes.

Instead of unnecessarily debating the incident as such, maybe a Read More »

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Cisco IT’s User Experience Playbook: Content, Search, and Collaboration

Have you or one of your co-workers ever said “I can’t find my stuff!”? We’ve heard it a lot. Chapter 3 of Cisco IT’s User Experience (UX) Playbook is dedicated to never having to hear “I can’t find my stuff” again. 

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Cisco IT’s User Experience Playbook: Deliver a Consistent, Unified Experience

In my last blog, I introduced Cisco IT’s Playbook for Ensuring a Pervasive User Experience. We consider user experience (UX) a strategic priority that requires cultural change. The playbook is our guide for ensuring that this priority becomes part of our DNA. Each chapter of the playbook lays out ways that we can improve UX, and make it a pervasive, positive experience for users across the company.
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