Case Study: Cisco improves digital navigation and user experiences with Optimal Workshop

Cisco cuts support tickets and boosts conversion with Optimal Workshop

The customer, Cisco, a major technology conglomerate, faced challenges in managing its vast and complex digital ecosystem, which served diverse groups including employees, developers, and external customers. Their goal was to create intuitive information architectures and optimize experiences for platforms like their mobile app and Webex suite. To address this, Cisco used Optimal Workshop's suite of tools, including Tree Testing and Card Sorting.

Optimal Workshop's solution involved conducting targeted tree testing for internal systems and card sorting studies for developer and customer-facing platforms. This systematic approach allowed Cisco to identify and resolve navigation bottlenecks. The results were significant: a reduction in internal IT support tickets, decreased time-to-implementation for developers, increased user engagement and conversion rates on their e-commerce platform, and improved mobile customer satisfaction scores.

Cisco