Case Study: Cisco Achieves a Better E-commerce UX with EchoUser

Cisco rewrites 250+ UX messages with EchoUser

Cisco's e-commerce platform, a vital part of its business, had not evolved to support its shift from hardware to a mix of hardware, software, and services. The company initially came to EchoUser concerned about severe UX problems but needed a more detailed and accurate assessment of the issues.

EchoUser began with a heuristic evaluation to confirm and detail the UX problems. This led to foundational user research, including new personas and a master journey map. EchoUser then took a two-pronged design approach: a tactical effort that rewrote over 250 platform messages for immediate implementation and a strategic effort to create a new conceptual model for a fundamental platform redesign.

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