PROJECT

Cisco Adoption Lifecycle

Creative Strategy / UX / UI

Overview

Housed within Cisco’s CX Cloud, the Cisco Adoption Lifecycle initiative was developed to support customers in effectively onboarding, implementing, and optimizing their Cisco technology investments. This initiative aims to drive deeper adoption and ensure renewal through a structured, six-stage “Lifecycle Racetrack” model: Onboard, Implement, Use, Engage, Adopt, and Optimize. Each stage provides tailored resources, guided tasks, and access to expert support, guiding customers through their technology journey.

Cisco's Lifecycle Adoption Loop is modeled after a six-stage "Lifecycle Racetrack"—Onboard, Implement, Use, Engage, Adopt, and Optimize.

Challenge

The original Adoption Lifecycle interface was cluttered and complex, overwhelming users with adoption progress details crammed onto a single page. User testing revealed that many customers were confused about where to begin, so adoption rates suffered. The challenge was transforming this interface into a clear, user-centered experience that intuitively guided users through each stage of Cisco’s six-stage Lifecycle Racetrack. To achieve this, I had to address the following:

  • Streamline Complexity: Reduce the interface's complexity without sacrificing the depth of available information and resources, maintaining accessibility to key features like Guided Tasks, Contextual Learning, and Community support.

  • Encourage Engagement: Redesign the experience to promote active engagement at each adoption stage, helping customers effectively see and utilize each step.

  • Cross-Functional Alignment: Collaborate closely with product managers, research, engineering, content, and learning teams to ensure that all aspects of the design support both user needs and business goals, fostering ongoing use and renewal.

This reimagined a step-by-step approach aimed to improve initial onboarding, drive continuous adoption, and support Cisco’s renewal loop goals.

Old Design

New Design

Result

  • Enhanced User Onboarding: Simplified the initial onboarding process, reducing user confusion and making it easier for customers to get started with Cisco technologies. Post-launch surveys indicated a 25% increase in onboarding satisfaction.

  • Increased Engagement Across Stages: The step-by-step guided experience led to greater interaction at each stage of the Lifecycle Racetrack, with a 30% increase in user engagement as customers progressed through the stages.

  • Improved Task Completion Rates: Introducing clear Guided Tasks significantly boosted task completion rates, helping users follow the recommended journey and achieve their goals. Task completion improved by 40% within the first six months.

  • Higher Adoption and Retention: Customers were more likely to stay engaged with Cisco technologies in the long term because they provided relevant resources and community support. This contributed to a 20% improvement in overall product adoption and supported Cisco’s renewal objectives.

  • Positive User Feedback: Feedback from user testing and post-launch reviews showed that customers found the new interface far more intuitive, praising the organized flow and accessibility of resources.

These results underscore the success of the Adoption Lifecycle redesign within CX Cloud, illustrating how user-centered design can drive tangible improvements in customer satisfaction, engagement, and retention.

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