Cisco Blogs

All New! The Support Home Page

June 27, 2011 - 6 Comments

The same research that led to the new mega-menu also led to changes on the support home page. Today, you can get a sneak preview of the new home page as we prepare for it’s official release.

In the coming days, we’ll share some of the thinking that led to the many changes on the support home page. In the meantime, while all of our users are tabula rasa, we invite you to check it out and then tell us what you think.

The Support Home Page

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  1. I’was used to using link for opening TAC casee. Right now I’m forwarded to main page of support site. “Open a case” button is well hidden on third tab. I’ve found “open a case” link on bottom menu, and then, after some clicking on third tab. It should be easy to find “open a case” button. when something is not working, you have no time for searching “how to open a case”.
    By the way, right now searching for “open a case” or “how to open a case” returns no results. It also should be fixed.

    short opinion. It looks better, but opening TAC cases is harder 😉

  2. I don’t like it, it seems to be harder and harder to find things in Cisco support.

    • I agree -there are too many links – stop changing the site and give us more than a few weeks between “upgrades”

      • Hi Pedro, we reduced the number of links that are present on the Support Home Page upon first arrival. In our testing, users commented on the cleaner look and the fact that this page has fewer links, but more information. The links that we have added to the home page are not immediately visible; they are in the tabs and product category overlays. I call this a progressive-disclosure design. It is designed to reduce clutter and simplify the page while making more popular content available within one click of the home page.

        I understand that some customers feel ‘surprised’ when the site changes. We provided the “public preview” this week in order to provide a heads-up to customers and reduce the sense of surprise.

        We will continue to try to be transparent about the changes we are making, but more changes will be coming. I am committed to continuous improvement of the support site to make it as useful and easy to use as possible. We will move as quickly as we can and strive for the least disruption and maximum benefit for our users.

    • Hi Paul, our primary purpose was to make it easier for users like yourself to find things in the support site. Through our design process, we’ve observed dozens of users trying to find information and concluded that this design allowed users to find more information faster than the previous design. I’d be grateful to hear more about your experience, particularly details about what you don’t like or what was harder.

      We take all constructive feedback into account as we plan future changes.

  3. Good Upgrade, I like it!