1. Improving customer login @ Cisco Gerry McGovern gerry@customercarewords.com www.customercarewords.com @gerrymcgovern

2. Top Tasks @ Cisco

3. 3 November 2012: Password recovery: Pretend you have forgotten the password for the Cisco account and take whatever actions are required to log in. Success/Failure RatesCompletion Time Task 13 performance =

4. 4

5. 5 Problem addressed

6. 6 13 Password recovery: Pretend you have forgotten the password for the Cisco account and take whatever actions are required to log in. Success/Failure RatesCompletion Time Task 13 performance =

7. 7 “Implementing the improvements required coordinated effort from multiple IT teams, usability and experience design people, and even content editors.” Martin Hardee, Director for Cisco.com

8. Improving customer login @ Cisco Gerry McGovern gerry@customercarewords.com www.customercarewords.com @gerrymcgovern