Software
Management
Installing software on a system is a challenge that has been drastically simplified over the years, to a point where it’s generally a trivial process on a modern smartphone. Click a button, and the phone handles the rest.
Project Background
When Cisco DNA Center was released it was an amalgamation of 2 different architectural platforms, built on top of a Linux kernel. As a result, there is a mishmash of both application version numbers as well as system version numbers. This lead to a ‘matrix of confusion’ the user had to parse to plot an upgrade path. Also, there was at least one release which was a problem, it broke We embarked on a quest to simplify this massively for the user.
My Role
After the Google Design sprint, I took the project from end to end using the findings from the sprint. Also worked with Ankita and PM Team to refine the descriptions of the applications and define guidelines for the copy on the display cards.
Responsibility
- Market Research
- Wireframing
- High Fidelity Flows
- Socializing the designs with the pm &
engineering team - Collaborating with the engineering team to pivot when the initial approach
Team
- Ankita Pant
Product Management - Swati Ardeshna
Engineering Lead - Robert Murphy
UX research
Timeline
Google Design Sprint
April 2018
Workflow Version
August 2019 – November 2020
Software Management Revision
December 2020 – August 2021
Research (Design Sprint)
During the sprint, we used an Affinity Diagram to hone in on specific areas to address. Looking for low-hanging fruit which could be immediately implemented to improve the product. Minimum effort, maximum effect. The results of the affinity graph are shown to the right.
Based on the affinity graph we created a prototype to test with users and determine if we were on the right track.
Key Takeaways
- Communicating the number of updates available and time left to download in a place that’s always visible gives the customer confidence in their software status and helps them know what to do next.
- Downloading large packages was less of a concern if total update time is sign reduced and there’s a clear estimate of time required.
- Categorization updates by urgency helps customers prioritize more than app vs system.
- Clarify update times in the UI or allow for parallel updates.
- Readiness should be tethered to download or updating, not a global check; connectivity should be the only global check.
- Info about failure, corresponding next steps and option to roll back, gives customer confidence and a clear path to resolve their own issues, which they would prefer if possible.
- There’s a customer expectation that they can roll back if the installation fails.
- Reminding customer to backup before updating is helpful.
- Customers want communications about DNA-C changes, and partners want to own that channel for their customers.· Collapsing individual packages behind an app was helpful.
Approach
Phase 1
Ultimately we created a single page that housed both the software updates and all the available software packages for the update.
Result
Create a dashboard with metrics which matter to the Customer Experience team, and ultimately the customers as their deployment stabilizes
Customer Insights
I evaluated initial feedback based on our Customer Experience team and created this user journey view which I will continue to evaluate once the product update goes into Early Field Trials, it’s in the solutions test now and expected to be in our customers hands in the fall of 2021.
