Hardware Return Management Platform
A streamlined and customer-focused return experience for all types of Cisco hardware
NDAs and confidentiality agreements are the death of me, but here’s a peek at some stellar work I’ve been doing at Cisco.
Now that we got that out the way, lets dive in.
Overview
The Problem
Customers are required to navigate through three different tools to initiate and track hardware returns, creating an overwhelming experience. At the same time, internal teams must consult several systems to verify returns, leading to inefficient workflows and customer dissatisfaction due to a lack of process transparency.
How might we...
How might we create a more consistent and unified experience across all touchpoints of the return process?
The Vision
Why use three tools when one can do it all? The return process for outdated or damaged Cisco hardware has long been fragmented, requiring customers to use three separate tools.
This caused significant frustration and inefficiency for both customers and internal teams. The RMA Returns Tool introduces a streamlined solution within the Customer Experience Cloud Platform. It centralizes all return-related actions into one location, significantly simplifying the process for customers and reducing workload for the Cisco support team.
The design prioritizes simplicity, efficiency, and an enhanced user experience.
Project Team
Interaction Design
Designed multiple iterations of low and high fidelity wireframes and user flows.
Visual Design
Added final touches, reviewed designs in detail to ensure consistency before development.
Devs & PMs
Synced with devs and PMs weekly to discuss technical constraints and design process.
Research
Collaborated with one researcher on planning research study and analyzing the interviews.
Content Design
Provided copy for UI to ensure consistent voice and UX writing across all experiences.
Previous Experience
Selected screens from the current cisco hardware return experience prior to being redesigned. Confidential information has been blurred.
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Research Overview
Criteria for Success
Due to the time constraint, limited access to current cisco enterprise customers and research team backlog, a small research study was done by the part-time researcher attached to the project
Research Constraints
At a minimum we need to deliver a MVP that allows Cisco customers to create and view returns within the existing CX Cloud infrastructure.
Customer Experience (CX) Cloud is a unified platform that allows Cisco customers to manage their hardware, software and licenses in one central location.
Research Findings
Here are some of the opportunities for improvement uncovered during the research phase. Research was synthesized into common themes recognized among participants.
Research Highlights
The core message from participants.
User Flow Diagram
Multiple iterations of the user flow diagram were explored during a research workshop in conjunction with the product manager and researcher. This iteration encapsulates simplicity, efficiency and customer needs.
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Return Management Integration
Customer Pain:
Lack of ability to create return request from CX Cloud. Multiple tools needed
Design Solution:
Start with ease
Everything you need to manage returns, right in one central hub.
Stay in the loop
Every return in progress, clearly displayed for you to track.
Pickups made simple
Schedule a return pickup with just a few taps.
RMA 360 Panel
Customer Pain:
Difficulty finding return status and staying updated
Design Solution:
Everything at a glance
Your returns, clearly organized, instantly accessible.
Stay in the know.
Real-time return status, always up to date in CX Cloud.
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Simplified Return Creation Workflow
Customer Pain:
Customers didn't find the current UI easy to follow even after multiple uses
Design Solution:
Stay on track
A clear, guided flow keeps users focused from start to finish.
Designed for clarity
No clutter. Just the essentials, laid out with purpose.
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Lessons Learned
The Problem
Customers are required to navigate through three different tools to initiate and track hardware returns, creating an overwhelming experience. At the same time, internal teams must consult several systems to verify returns, leading to inefficient workflows and customer dissatisfaction due to a lack of process transparency.
Think Big, Start Small
Small sketches can carve the path to groundbreaking design. It may seem easier to jump right into Figma or whatever your design tool of choice is, you can save yourself significant time by doing low-fidelity paper sketches instead and quickly gathering feedback from potential users.
Know The Politics
UX skills get you started, building connections with stakeholders keeps you ahead. Having a deep understanding of UX principles is important, but understanding the organizational structure and developing deep relationships with stakeholders early is just as important for success.
