Khoa Nguyen
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RKS Design
Elevating Industrial Design Through Minimalism
RKS Design, a renowned industrial design agency based in Southern California, has been at the forefront of innovation for 44 years. The company specializes in creating emotional connections through its products, merging market relevance with brand building. With a focus on human-centered design, RKS has established itself as a leader in strategic design and innovation, offering expertise in industrial design, product development, and engineering.
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
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
Outcomes
3x
Faster Deal Cycle Time
5x
More Quotes Enhancement in Partner Productivity
85%
of All Customer Interactions Powered by AI Chatbot
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
RKS Design
Elevating Industrial Design Through Minimalism
RKS Design, a renowned industrial design agency based in Southern California, has been at the forefront of innovation for 44 years. The company specializes in creating emotional connections through its products, merging market relevance with brand building. With a focus on human-centered design, RKS has established itself as a leader in strategic design and innovation, offering expertise in industrial design, product development, and engineering.
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
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
Outcomes
3x
Faster Deal Cycle Time
5x
More Quotes Enhancement in Partner Productivity
85%
of All Customer Interactions Powered by AI Chatbot
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
RKS Design
Elevating Industrial Design Through Minimalism
RKS Design, a renowned industrial design agency based in Southern California, has been at the forefront of innovation for 44 years. The company specializes in creating emotional connections through its products, merging market relevance with brand building. With a focus on human-centered design, RKS has established itself as a leader in strategic design and innovation, offering expertise in industrial design, product development, and engineering.
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
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
Outcomes
3x
Faster Deal Cycle Time
5x
More Quotes Enhancement in Partner Productivity
85%
of All Customer Interactions Powered by AI Chatbot
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.