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 UX/UI Designer and Project Manager
Shipped: 2024
Keyword: UX Research, User Testing, Design System, UX/UI Design
My Role
As the lead UX/UI Designer and Project Manager, my role was to lead the design and implementation of a user-centric interface that would simplify the complex B2B purchasing process. Through meticulous research, user testing, and iterative design cycles, I aimed to create a cohesive and intuitive experience that would elevate Cisco's B2B platform, fostering increased customer satisfaction and loyalty.
Challenge
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
We began the project by speaking with a few stakeholders, sales teams, and partners to gain key insights and identify major personas across all CCW tracks. We then defined their goals, expectations, touchpoints, experiences, and pain points and organized them through journey map exercise. This intense exploration into the lives of our users unveiled inconsistencies within the existing CCW tracks.
Key Problems:
Users are overwhelmed with contents at any given moments
No clear progress trackers where users are
Repetitive features with different names and experiences between CCW tracks
Ideate
After gaining a deep understanding of the problem and user needs, we engaged in collaborative brainstorming sessions to generate a wide range of innovative ideas and potential solutions across CCW tracks. Through iterative sketching and rapid prototyping, we explored and refined various concepts, allowing us to visualize and evaluate different approaches.
To validate the seamless new solution with existing functionalities, we conducted rigorous testing and evaluation processes. The effectiveness of the implemented solution was meticulously analyzed through heuristic and usability evaluations, while valuable insights from stakeholders and partners were incorporated to optimize the overall experience. Additionally, a Task Performance Indicator (TPI) assessment was conducted for the CCW to pinpoint areas for further refinement and enhancement.
In our quest to achieve reusability, consistency, increase development velocity, we created a design system to help conceptualize, build and ship new features, iterations and products much faster, and more efficiently.
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.
Furthermore, we revamped the user interface, prioritizing clarity and ease of use to ensure seamless navigation. Through meticulous iteration and testing, we optimized every aspect of the user journey, resulting in a more intuitive and satisfying experience for our customers, ultimately driving increased engagement and conversions.
Outcomes
3x
Faster Deal Cycle Time
5x
More Quotes Enhancement in Partner Productivity
85%
of All Customer Interactions Powered by AI Chatbot
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
The project's success hinged on a comprehensive approach that combined deep user research, collaborative ideation, and iterative design processes to create a cohesive and user-centric B2B platform. By focusing on streamlining complex processes, developing a design system for consistency, and continuously validating solutions through rigorous testing, the team was able to achieve significant improvements in deal cycle time, partner productivity, and customer interactions. This case study underscores the importance of aligning UX strategy with business goals, emphasizing the value of cross-functional collaboration and the power of data-driven decision-making in creating successful enterprise-level solutions.
“
Thanks to a consistent, cohesive user experience and standardization across tracks created, we received a process that was easy to build, simple to use and perform tasks, while driving reusability, consistency, and increasing development velocity. It was an ideal mix.
CCW Product Team
Read next
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 UX/UI Designer and Project Manager
Shipped: 2024
Keyword: UX Research, User Testing, Design System, UX/UI Design
My Role
As the lead UX/UI Designer and Project Manager, my role was to lead the design and implementation of a user-centric interface that would simplify the complex B2B purchasing process. Through meticulous research, user testing, and iterative design cycles, I aimed to create a cohesive and intuitive experience that would elevate Cisco's B2B platform, fostering increased customer satisfaction and loyalty.
Challenge
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
We began the project by speaking with a few stakeholders, sales teams, and partners to gain key insights and identify major personas across all CCW tracks. We then defined their goals, expectations, touchpoints, experiences, and pain points and organized them through journey map exercise. This intense exploration into the lives of our users unveiled inconsistencies within the existing CCW tracks.
Key Problems:
Users are overwhelmed with contents at any given moments
No clear progress trackers where users are
Repetitive features with different names and experiences between CCW tracks
Ideate
After gaining a deep understanding of the problem and user needs, we engaged in collaborative brainstorming sessions to generate a wide range of innovative ideas and potential solutions across CCW tracks. Through iterative sketching and rapid prototyping, we explored and refined various concepts, allowing us to visualize and evaluate different approaches.
To validate the seamless new solution with existing functionalities, we conducted rigorous testing and evaluation processes. The effectiveness of the implemented solution was meticulously analyzed through heuristic and usability evaluations, while valuable insights from stakeholders and partners were incorporated to optimize the overall experience. Additionally, a Task Performance Indicator (TPI) assessment was conducted for the CCW to pinpoint areas for further refinement and enhancement.
In our quest to achieve reusability, consistency, increase development velocity, we created a design system to help conceptualize, build and ship new features, iterations and products much faster, and more efficiently.
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.
Furthermore, we revamped the user interface, prioritizing clarity and ease of use to ensure seamless navigation. Through meticulous iteration and testing, we optimized every aspect of the user journey, resulting in a more intuitive and satisfying experience for our customers, ultimately driving increased engagement and conversions.
Outcomes
3x
Faster Deal Cycle Time
5x
More Quotes Enhancement in Partner Productivity
85%
of All Customer Interactions Powered by AI Chatbot
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
The project's success hinged on a comprehensive approach that combined deep user research, collaborative ideation, and iterative design processes to create a cohesive and user-centric B2B platform. By focusing on streamlining complex processes, developing a design system for consistency, and continuously validating solutions through rigorous testing, the team was able to achieve significant improvements in deal cycle time, partner productivity, and customer interactions. This case study underscores the importance of aligning UX strategy with business goals, emphasizing the value of cross-functional collaboration and the power of data-driven decision-making in creating successful enterprise-level solutions.
“
Thanks to a consistent, cohesive user experience and standardization across tracks created, we received a process that was easy to build, simple to use and perform tasks, while driving reusability, consistency, and increasing development velocity. It was an ideal mix.
CCW Product Team
Read next
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 UX/UI Designer and Project Manager
Shipped: 2024
Keyword: UX Research, User Testing, Design System, UX/UI Design
My Role
As the lead UX/UI Designer and Project Manager, my role was to lead the design and implementation of a user-centric interface that would simplify the complex B2B purchasing process. Through meticulous research, user testing, and iterative design cycles, I aimed to create a cohesive and intuitive experience that would elevate Cisco's B2B platform, fostering increased customer satisfaction and loyalty.
Challenge
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
We began the project by speaking with a few stakeholders, sales teams, and partners to gain key insights and identify major personas across all CCW tracks. We then defined their goals, expectations, touchpoints, experiences, and pain points and organized them through journey map exercise. This intense exploration into the lives of our users unveiled inconsistencies within the existing CCW tracks.
Key Problems:
Users are overwhelmed with contents at any given moments
No clear progress trackers where users are
Repetitive features with different names and experiences between CCW tracks
Ideate
After gaining a deep understanding of the problem and user needs, we engaged in collaborative brainstorming sessions to generate a wide range of innovative ideas and potential solutions across CCW tracks. Through iterative sketching and rapid prototyping, we explored and refined various concepts, allowing us to visualize and evaluate different approaches.
To validate the seamless new solution with existing functionalities, we conducted rigorous testing and evaluation processes. The effectiveness of the implemented solution was meticulously analyzed through heuristic and usability evaluations, while valuable insights from stakeholders and partners were incorporated to optimize the overall experience. Additionally, a Task Performance Indicator (TPI) assessment was conducted for the CCW to pinpoint areas for further refinement and enhancement.
In our quest to achieve reusability, consistency, increase development velocity, we created a design system to help conceptualize, build and ship new features, iterations and products much faster, and more efficiently.
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.
Furthermore, we revamped the user interface, prioritizing clarity and ease of use to ensure seamless navigation. Through meticulous iteration and testing, we optimized every aspect of the user journey, resulting in a more intuitive and satisfying experience for our customers, ultimately driving increased engagement and conversions.
Outcomes
3x
Faster Deal Cycle Time
5x
More Quotes Enhancement in Partner Productivity
85%
of All Customer Interactions Powered by AI Chatbot
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
The project's success hinged on a comprehensive approach that combined deep user research, collaborative ideation, and iterative design processes to create a cohesive and user-centric B2B platform. By focusing on streamlining complex processes, developing a design system for consistency, and continuously validating solutions through rigorous testing, the team was able to achieve significant improvements in deal cycle time, partner productivity, and customer interactions. This case study underscores the importance of aligning UX strategy with business goals, emphasizing the value of cross-functional collaboration and the power of data-driven decision-making in creating successful enterprise-level solutions.