Khoa Nguyen
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Cisco Commerce Workspace
Streamlining B2B Commerce: Cisco's Transformative UX Strategy
Cisco Commerce Workspace (CCW) is a comprehensive enterprise B2B platform designed to streamline and optimize the quoting, configuring, and ordering process for Cisco products, software, services, and subscriptions. This unified tool aims to enhance efficiency for Cisco partners, resulting in faster bookings and significant productivity gains across the sales lifecycle.
Role: Lead Graphic UX/UI Designer
Shipped: 2016
Keyword: Brand, Logo Design,UX Research, User Testing, Design System, UX/UI Design, Package Design
My Role
As the lead Graphic Department & UX/UI designer, I played a crucial role in creating a cohesive visual identity for Baby Barista. My responsibilities included developing the brand identity, designing the product interface, and crafting the user experience for the mobile app. I worked closely with other Graphic Designers, Industrial Designers, and Engineers to ensure that all visual elements aligned with the product's core values and resonated with our target audience of new parents.
Challenges
Cisco Commerce Workspace were grappling with inefficiencies that preventing their Enterprise partner’s productivity and success rates, which data shows that it takes days if not weeks to complete a deal cycle. The existing configure, price, and quote (CPQ) solution, intended to simplify the sales process, overwhelmed users. The experience was fragmented, inconsistent, and filled with error-prone processes. This scattered landscape not only impacted sales efficiency but also jeopardized the customer experience, highlighting the urgent need for a thorough redesign of Cisco's sales infrastructure.
How Might We:
Create a cohesive experience for user to go from Estimate, Quote, Configure, and Order within CCW?
Reduce the deal cycle time?
Research
Our research process began with in-depth interviews involving diverse focus groups, including new parents, single parents, nannies, and doctors. We sought to understand the pain points in formula preparation and the features parents desired in a formula dispenser. This initial research led to the creation of customer journeys, highlighting ideal scenarios for Baby Barista usage. We then developed three distinct personas to represent our key findings, each responding differently across the emotional spectrum.
Ideate
The ideation phase involved creating mood boards for the product, brand, and app, exploring various aesthetic directions. We generated multiple logo ideas guided by these mood boards, aiming to create a brand that resonated with adults while remaining relevant to baby care. Simultaneously, we mapped out the product's information architecture and developed wireframes based on our research insights. This phase culminated in a second round of focus group interviews, where we presented our concepts and gathered additional feedback.
Solution
Employing a data-driven approach, we conducted thorough user research and A/B testing to pinpoint pain points and opportunities for improvement. By analyzing user feedback and behavior, we streamlined the checkout process, integrating personalized product recommendations to enhance the shopping experience.
Outcomes
30s
to Creates the Perfect Bottle
1-handed
Interface and Mobile App Convenience
90%
of Task Completion by Users without Assistance
The implementation of Cisco Commerce Workspace (CCW) resulted in significant improvements to the B2B buying experience. Partners achieved productivity gains of up to 25% due to decreased cycle times from quote creation to order processing. The consolidation of 21 disparate commerce tools into a single platform led to faster bookings and increased efficiency for Cisco's channel partners. Additionally, the new system enabled a 3x faster deal cycle time, 5x more quotes generated, and 85% of customer interactions powered by an AI chatbot, demonstrating substantial enhancements in partner productivity and customer engagement.
What I Learned
I gained invaluable insights into the importance of creating a cohesive brand experience across multiple touchpoints. The project reinforced the critical role of user research and iterative design in developing products that truly address user needs, particularly for sleep-deprived parents facing the challenges of formula preparation. Perhaps most importantly, I learned the power of balancing functionality with emotional design, creating an interface that not only simplifies tasks but also brings joy and comfort to the parenting experience.
Cisco Commerce Workspace
Streamlining B2B Commerce: Cisco's Transformative UX Strategy
Cisco Commerce Workspace (CCW) is a comprehensive enterprise B2B platform designed to streamline and optimize the quoting, configuring, and ordering process for Cisco products, software, services, and subscriptions. This unified tool aims to enhance efficiency for Cisco partners, resulting in faster bookings and significant productivity gains across the sales lifecycle.
Role: Lead Graphic UX/UI Designer
Shipped: 2016
Keyword: Brand, Logo Design,UX Research, User Testing, Design System, UX/UI Design, Package Design
My Role
As the lead Graphic Department & UX/UI designer, I played a crucial role in creating a cohesive visual identity for Baby Barista. My responsibilities included developing the brand identity, designing the product interface, and crafting the user experience for the mobile app. I worked closely with other Graphic Designers, Industrial Designers, and Engineers to ensure that all visual elements aligned with the product's core values and resonated with our target audience of new parents.
Challenges
Cisco Commerce Workspace were grappling with inefficiencies that preventing their Enterprise partner’s productivity and success rates, which data shows that it takes days if not weeks to complete a deal cycle. The existing configure, price, and quote (CPQ) solution, intended to simplify the sales process, overwhelmed users. The experience was fragmented, inconsistent, and filled with error-prone processes. This scattered landscape not only impacted sales efficiency but also jeopardized the customer experience, highlighting the urgent need for a thorough redesign of Cisco's sales infrastructure.
How Might We:
Create a cohesive experience for user to go from Estimate, Quote, Configure, and Order within CCW?
Reduce the deal cycle time?
Research
Our research process began with in-depth interviews involving diverse focus groups, including new parents, single parents, nannies, and doctors. We sought to understand the pain points in formula preparation and the features parents desired in a formula dispenser. This initial research led to the creation of customer journeys, highlighting ideal scenarios for Baby Barista usage. We then developed three distinct personas to represent our key findings, each responding differently across the emotional spectrum.
Ideate
The ideation phase involved creating mood boards for the product, brand, and app, exploring various aesthetic directions. We generated multiple logo ideas guided by these mood boards, aiming to create a brand that resonated with adults while remaining relevant to baby care. Simultaneously, we mapped out the product's information architecture and developed wireframes based on our research insights. This phase culminated in a second round of focus group interviews, where we presented our concepts and gathered additional feedback.
Solution
Employing a data-driven approach, we conducted thorough user research and A/B testing to pinpoint pain points and opportunities for improvement. By analyzing user feedback and behavior, we streamlined the checkout process, integrating personalized product recommendations to enhance the shopping experience.
Outcomes
30s
to Creates the Perfect Bottle
1-handed
Interface and Mobile App Convenience
90%
of Task Completion by Users without Assistance
The implementation of Cisco Commerce Workspace (CCW) resulted in significant improvements to the B2B buying experience. Partners achieved productivity gains of up to 25% due to decreased cycle times from quote creation to order processing. The consolidation of 21 disparate commerce tools into a single platform led to faster bookings and increased efficiency for Cisco's channel partners. Additionally, the new system enabled a 3x faster deal cycle time, 5x more quotes generated, and 85% of customer interactions powered by an AI chatbot, demonstrating substantial enhancements in partner productivity and customer engagement.
What I Learned
I gained invaluable insights into the importance of creating a cohesive brand experience across multiple touchpoints. The project reinforced the critical role of user research and iterative design in developing products that truly address user needs, particularly for sleep-deprived parents facing the challenges of formula preparation. Perhaps most importantly, I learned the power of balancing functionality with emotional design, creating an interface that not only simplifies tasks but also brings joy and comfort to the parenting experience.
Cisco Commerce Workspace
Streamlining B2B Commerce: Cisco's Transformative UX Strategy
Cisco Commerce Workspace (CCW) is a comprehensive enterprise B2B platform designed to streamline and optimize the quoting, configuring, and ordering process for Cisco products, software, services, and subscriptions. This unified tool aims to enhance efficiency for Cisco partners, resulting in faster bookings and significant productivity gains across the sales lifecycle.
Role: Lead Graphic UX/UI Designer
Shipped: 2016
Keyword: Brand, Logo Design,UX Research, User Testing, Design System, UX/UI Design, Package Design
My Role
As the lead Graphic Department & UX/UI designer, I played a crucial role in creating a cohesive visual identity for Baby Barista. My responsibilities included developing the brand identity, designing the product interface, and crafting the user experience for the mobile app. I worked closely with other Graphic Designers, Industrial Designers, and Engineers to ensure that all visual elements aligned with the product's core values and resonated with our target audience of new parents.
Challenges
Cisco Commerce Workspace were grappling with inefficiencies that preventing their Enterprise partner’s productivity and success rates, which data shows that it takes days if not weeks to complete a deal cycle. The existing configure, price, and quote (CPQ) solution, intended to simplify the sales process, overwhelmed users. The experience was fragmented, inconsistent, and filled with error-prone processes. This scattered landscape not only impacted sales efficiency but also jeopardized the customer experience, highlighting the urgent need for a thorough redesign of Cisco's sales infrastructure.
How Might We:
Create a cohesive experience for user to go from Estimate, Quote, Configure, and Order within CCW?
Reduce the deal cycle time?
Research
Our research process began with in-depth interviews involving diverse focus groups, including new parents, single parents, nannies, and doctors. We sought to understand the pain points in formula preparation and the features parents desired in a formula dispenser. This initial research led to the creation of customer journeys, highlighting ideal scenarios for Baby Barista usage. We then developed three distinct personas to represent our key findings, each responding differently across the emotional spectrum.
Ideate
The ideation phase involved creating mood boards for the product, brand, and app, exploring various aesthetic directions. We generated multiple logo ideas guided by these mood boards, aiming to create a brand that resonated with adults while remaining relevant to baby care. Simultaneously, we mapped out the product's information architecture and developed wireframes based on our research insights. This phase culminated in a second round of focus group interviews, where we presented our concepts and gathered additional feedback.
Solution
Employing a data-driven approach, we conducted thorough user research and A/B testing to pinpoint pain points and opportunities for improvement. By analyzing user feedback and behavior, we streamlined the checkout process, integrating personalized product recommendations to enhance the shopping experience.
Outcomes
30s
to Creates the Perfect Bottle
1-handed
Interface and Mobile App Convenience
90%
of Task Completion by Users without Assistance
The implementation of Cisco Commerce Workspace (CCW) resulted in significant improvements to the B2B buying experience. Partners achieved productivity gains of up to 25% due to decreased cycle times from quote creation to order processing. The consolidation of 21 disparate commerce tools into a single platform led to faster bookings and increased efficiency for Cisco's channel partners. Additionally, the new system enabled a 3x faster deal cycle time, 5x more quotes generated, and 85% of customer interactions powered by an AI chatbot, demonstrating substantial enhancements in partner productivity and customer engagement.
What I Learned
I gained invaluable insights into the importance of creating a cohesive brand experience across multiple touchpoints. The project reinforced the critical role of user research and iterative design in developing products that truly address user needs, particularly for sleep-deprived parents facing the challenges of formula preparation. Perhaps most importantly, I learned the power of balancing functionality with emotional design, creating an interface that not only simplifies tasks but also brings joy and comfort to the parenting experience.