Case studyJuniper’s information experience evolution

Rajal ShahSr. Director, Information Experience in Product

Marketing

AgendaCustomer information experience

• Effective vision principles

• Addressing business pain points

• Establishing a listening device

• Delivering experience via web

• Blueprint of Customer outreach program

Effective vision principles

Customer experience trumps authoring convenience which trumps system optimization

Provide a unified view of information, in the way that the user consumes information

Effective vision principles

Unified View in a consumable format

Providing a feature list for all products in one place is a huge win!

Unified View in a consumable format

But - allowing to query a feature set and get supported platforms helps with RFP submission solving a real business need

Unified View in a consumable format

And - allowing users to query new features for software upgrades really addresses the customer experience!

Consistency and predictability to build muscle memory on the content offering

Effective vision principles

Consistency and predictability to build muscle memory on content offering

• Fixed task-based content offering for all products

• Eliminates user behavior to look elsewhere for this information

Build the user base!

Effective vision principles

Avoid the trap to discuss tools, processes, resources or budget. Focus. On. The. Business. Problem.

Effective vision principles

Truth Systems and the Customer Experience

• How do customers find information they can trust?

• Who owns that truth?• Who keeps the truth up to

date?

Addressing business pain points

• Provide the information that the user desires

• Give it to them in the form they want

• Provide timestamp and keep it current

Establishing a listening device

• Our biggest win in gaining live customer feedback, engaging with specific customer scenarios and creating a perception that they’re heard!

• Lots of insights on which content is accessed, the quality of your content and how to prioritize your information development

Listening Device

Delivering a web experience

• Have a bookmarking strategy• Make information accessible by product

releases and languages• Provide context• Transition between systems seamlessly

Web Experience

Seamless web experience between information systems

From Pathfinder

To Bug database

Blueprint of Customer Outreach Program

• Won’t cover it today!