With a fellow Experience Designer I lead a year long project aimed at overhauling Cisco support delivery process for its larger customers. We begun by modelling our customers business process and mapping them against Cisco internal processes to identify gaps and friction points. Subject Matter Experts joined ideation sessions to define improvements and new approaches that we later tested with Cisco customers. As a final step we worked with the change management team to implement the most successful improvement ideas.
Some of the key deliverables of this project cannot be shared here but I will gladly discuss them in person.
September 15, 2011