CASE STUDY
Cisco Phone Guide
Project Overview
Fresno County had just upgraded to Cisco IP phones, replacing old rotary phones. The instructions provided to staff were nothing more than Cisco instructions included with the phones. Employees found it cumbersome to look through the provided guide and would often still rely on help desk to answer questions about their new Cisco phones.
It was recommended that ITSD create an easy to follow guide and host a site online for staff to utilize.
Project duration November 2017 - November 2017.
My role in the project was that of a UX UI Designer and Developer.
| Tech Stack | HTML, CSS, JavaScript |
|---|---|
| Project Type | Static reference website |
| Role | UX/UI Designer, Developer |
| Completion Date | Nov 2017 |
Key Features
- Design: I was left to my own creativity to come up with a design that was easy to use and intuitive.
- Easy To Use: I made sure to highlight the most commonly used functions of the phone.
- New Features: Include details of new functions that weren't available with previous phones.
Project Gallery
Design and Development Insights
As the UX/UI designer and developer, I was responsible for the site end to end, built to answer the questions the help desk was fielding most.
User Research
The current pdf containing instructions was not engaging staff. They were still relying on help desk to explain basic functions of their new Cisco IP phones. We needed something that was very easy to use and quickly answered some of the more common questions.
Pain Points
- TLDR: The current Cisco IP Phone instructions met with resistence from staff, they were in a hurry and needed answers quickly.
- Where is it: Staff would either need to download the instructions or remember where they saved the instructions.
- Another Document: Staff had several documents with instructions and didn't need one more.
Launch
ITSD executives were excited to show off the design I created to departments and couldn't wait to get a link to this site circulating throughout our departments.
Departments were excited to visit the site and Help desk received far few callers pertaining to the new Cisco Phones.
Lessons Learned & Future Improvements
Impact
An easy to use website explaining the common functions of Cisco phones resulted in less frustration from end users and fewer calls to help desk.
What I Learned
This project inspired me to reach further into application UX UI then I had on any previous projects and sparked my interest in designing sites with User experience as a top priority.
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