Commerce

Happier Business

Successful Business Outcomes

3X Faster
Deal cycle time
5X More Quotes
Enhancement in
partner productivity
85%
Of all customer interactions
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How can one large enterprise succeed over others?
Could design enhance business value and deliver the much-needed edge?

With Cisco Commerce Workspace (CCW), we uncovered this connection to help automate the lifecycle of a proposal, quoting and ordering process. What we delivered in turn was larger business visibility to make informed decisions for large enterprises.

Noah faced a tough line-up of challenges

All in all, it was a scattered, disconnected, inconsistent and error-prone experience.

“There was an urgent need to simplify processes and deliver a unified and easy product experience to partners and employees alike. With CCW, we wanted to bring about a major shift in our foundational capabilities and everyday efficiencies.”

Product Team

CISCO

While all one needed to do is bridge the gap between vision and execution, the bridge was a long one

Silos can’t be knocked down, but they can be bridged

Business unit

A digital experience platform is a critical tool for bridging silos

Jane’s team had 15+ years of Sales Experience and development efforts. Turning it on its head was going to be anything but easy. So we decided to tackle it in cycles.

We started by making Jane and the Cisco Commerce team immerse into the world of Noah, so that they could craft solutions keeping users in mind. To deliver a smooth user experience to Noah, we created a three-pronged approach for Cisco Sales Experience

Flowers

Finally, we took a UX-led approach to product creation

We needed design throughout development, not just at the early concept phase. The shift from “prototype once to prototype often” allowed us to keep testing and improving upon the concepts.

Discover and Define Phase

We narrowed down on major personas for all tracks. We crafted their journey defining their goals, expectations, touch points, experience and problems. This intense exercise of delving into users like Noah uncovered the inconsistencies and a need to elevate experiences for them.

Three-Pronged Approach

Bringing people into the same room to generate ideas

Personas

Information Hallway

Customer Journey Maps

Customer Journey Maps Customer Journey Maps

Information Architecture

Information Architecture Information Architecture

Sketch Concepts

Sketch Concepts Sketch Concepts Sketch Concepts

Implementing a seamless experience was a different ball game

It is best described using the following categories

On a live site and with an active customer like Noah, planning each functionality and release was the key to success

Design System & Component Library

We created a shared library of components for everyone to use

In our quest to achieve UX Engineering Excellence to drive reusability, consistency, increase development velocity, we created a design system to help conceptualise, build and ship new features, iterations and products much faster, and more efficiently.

Design System & Component Library image Design System & Component Library image Design System & Component Library image

Our aim was to create ways of working to support faster cycle times for projects, greater connectedness among different functions and units, and more external engagement with customers and partners.

A simple implementation led to a slew of positive benefits

Happier Customers

Effectiveness in completing tasks and more satisfaction for customers

Speed

Automation meant faster lead-to-order conversion

Systematic

Organized design governance and a system applicable across devices

Consistent

A pervasive, seamless experience that is consistent between user and customer

Happier Customers

Ease of doing business is a priority for Cisco. They needed help with building and implementing a Commerce UX strategy.

We helped them build a cohesive and consistent experience that delivered empathy, and inspiration along with engineering excellence.

We developed CCW as a combined tool for quoting, configuring and ordering Cisco products, software and services. For our partners, the consolidation of business processes into CCW today, continues to result in faster bookings and significant productivity gains.

“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.”

Product Team

CCW