Cisco:
CX Cloud Mobile App

Project Overview

Summary

CX Cloud is a dashboard that allows users to manage their networks. The mobile app brings the desktop experience to phone/tablet, so users can continue their work on the go.

Why It Matters

In user research, it was clear that users wanted a way to continue doing their CX Cloud work while they were away from their computer. Users also weren’t getting timely, important information because of the bloated email management system across Cisco. This was an opportunity to address two priority issues by building the mobile app and streamlining the experience for users.

My Role & Impact

Content Design, Information Architecture, UX Writing, Content Strategy, Microcopy, Email Marketing, User Research, Journey Mapping, User Personas, Data Analysis, Privacy & Compliance, Content Governance

A Snapshot of the Mobile App

My Role & Framework

Define & Collaborate

  • Developed a holistic content strategy that aligns with overall business, UX, and user goals/needs

  • Influenced content strategy in daily working sessions with cross-functional teams

  • Coordinated with stakeholders to establish timelines and recurring working sessions

Research & Empathize

  • Collaborated with the research and data teams to conduct usability testings and A/B experiments to gather feedback

  • Defined tone and language in close collaboration with legal, marketing, design, and product teams

  • Researched competitors, best practices, and user needs with the research and product teams

  • Created a user journey for the mobile experience with the product, research, and data teams

Ideate, Create, & Iterate

  • Planned the information architecture of the content to ensure easy navigation and discoverability

  • Worked closely with interaction and visual designers to create prototypes and test the user experience and UI content

  • Wrote content, emails, and notifications based on feedback from multiple stakeholders

  • Adhered to web accessibility guidelines

  • Iterated on MVP launch based on user feedback to improve the product 

The Impact

  • Customer Onboarding
    10K monthly active users with 10% increase in adoption, while retaining customers

  • Notifications
    Provided users with an uncluttered notifications channel to get timely, important information that was otherwise hidden on desktop

  • User Needs & Research
    Offered users a mobile solution, which was one of the most highly requested products from users

  • Mobile App
    Brought the desktop experience to mobile and align with industry best practices and competitors

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