Improving customer Cisco Gerry McGovern

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Presentation transcript:

Improving customer Cisco Gerry McGovern

Top Cisco

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

5 Problem addressed

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 “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

Improving customer Cisco Gerry McGovern