Cisco Systems

February 2021 – December 2021

Assumed responsibility for the Epics & Features previously managed by the Senior Experience Lead upon their transition away from the project.
Independently managed my own Epics & Features, working closely with Cisco stakeholders. Established meeting cadences and facilitated working sessions with all relevant parties to ensure successful project execution.

Vision & Goals

Project Bridges vision was to empower Account Managers & customers, enhancing their ability to thrive by revolutionizing the seller and customer experience.
The project aimed to provide Account Managers with the tools & resources needed to support their customers.
At Cisco, Account Managers play a crucial role in guiding customers through the entire deal life-cycle, from the initial creation of an Opportunity to the successful closing.
This project with Cisco ultimately won the FY22 Professional Services “Better Together” Award.

Business & Technical Challenges

Account Managers faced difficulties inputting data into existing systems, as these systems did not accurately reflect the necessary realities to effectively support customer needs and anticipate changes in opportunities, market conditions, and requirements impacting revenue targets.
The existing systems lacked streamlined data entry capabilities, posing a significant challenge for Account Managers in efficiently managing their numerous daily tasks.
There was a critical need for quick and easy access to customer data and insights, all consolidated in a single, centralized location, to enhance the overall effectiveness of Account Managers.

Human-Centered Methodologies

Established an experience led Human-Centered design process, incorporating user research, usability testing, and continuous feedback from inception to launch.
Conducted user research, analyzed and synthesized insights across key user groups and improvement areas.
Leveraged a human-centered design methodology to develop a unified source of truth, empowering Account Managers to enhance their sales strategies and foster more meaningful customer engagements.
Supported project delivery and implementation by building the foundation to iterate quickly
on design iterations, prototyping, and usability testing.

New and Improved Homepage & Account Insights

Leverage account insights on a new homepage to provide Account Managers with a comprehensive view of their accounts, enabling them to track progress towards their goals and identify potential growth opportunities.

New and Improved Quote Integration Process

The enhanced process would guides Account Managers through an intuitive wizard-like experience. This improvement not only saves time but also enhances the accuracy of the sales pipeline.
The capability to attach and integrate multiple partner quotes addresses a significant pain point for Account Managers by eliminating duplicate data and opportunities, thereby optimizing workflow efficiency.

Crafting Expert Solutions with Precision

Led the design and execution of over 35 Epics and Features across four distinct releases, ensuring alignment with strategic objectives and user needs.
Collaborated extensively with a diverse team, including Business and Technical Architects, Developers, Leadership, and stakeholders, to deliver precise and expert solutions.

Design Feedback & Validation from Users

Partnered with the Research Lead to conduct over 40 remote usability testing sessions with global sellers, spanning six comprehensive rounds of evaluation.
Developed high-fidelity interactive prototypes, serving as critical tools for extensive usability
testing with end-users.
Leveraged usability testing to validate design solutions, uncover potential issues, and rapidly iterate based on user feedback.
Streamlined the usability testing process to ensure efficiency and effectiveness, resulting in actionable insights and continuous design enhancements.

Crafting Seamless Journeys

Responsible for owning and maintaining a comprehensive end-to-end interactive prototype for executive stakeholders. This prototype integrated all epics and features into one cohesive user flow.
Showcased detailed walkthroughs of the enhanced end-to-end selling experience for Account Managers, enabling them to foster more meaningful engagements with their customers.

Showcasing Innovative Design & Strategic Vision

Responsible for the ownership and maintenance of the project’s microsite, designed specifically for executive stakeholders and the advisory board. This microsite consolidated deliverables from various teams, ensuring seamless access and comprehensive presentation.
The microsite served as a repository for the project’s Vision, Demonstrations, and Detailed Reports. It encompassed Business Analysis, Technical Architecture, Experience Design, and Usability Testing for all of the project Epics and Features.