George Engelbeck

User Interface Researcher/Designer

Cisco Unity Personal Communication Assistant — 2001

Background

Cisco Unity is part of Cisco System's Unified VoIP communication solution. Cisco Unity is a unified messaging application that gives users voicemail that be managed over a phone, using Microsoft Outlook, or from an web browser. Cisco Unity Assistant is the web-based application that gives users access to their voice messages and settings from a browser.

Cisco Unity Personal Communication Assisant

Problem

  • Many enterprises didn't use Microsoft Outlook and wanted visual access to voicemails,
  • Users wanted an visual way to change their voicemail and call handling settings, and
  • IT departments wanted a self-serve way for users to change their voicemail passwords.

Constraints

  • Needed to support integrating Call Manager User Settings.
  • Needed to follow the Cisco Voice Technology Group's Look and Feel.
  • Needed to easily migrate to the Cisco Look and Feel under development.

Approach

  • Competitive testing of competing user interfaces.
  • Iterative prototyping and testing with potential users.
  • Field evaluation of deployed application.

Solution

  • A web-based application that worked similar to hotmail and other web-based email applications
  • Support for voicemail functionality: compose, play, delete, forward.
  • Easy access to password reset.

Results

  • Enterprise customers reported that that ability to have users reset their own passwords and change their settings allowed them to achieve positive ROI within one quarter: This was due to savings in support costs.
  • Sales of Cisco Unity increased in Europe. Much of this increase was attributed to the Assistant.

Cisco Unity Installation and Configuration Assistant — 2002

Cisco Unity Installation and Configuration Assistant

Problem

In 2003, Cisco Unity setup was part to the product that was scored lowest in customer satisfaction. Additionally, the support costs for Cisco Unity setup were considered unacceptably high.

Constraints

  • A solution needed to be designed and delivered within six weeks.

Approach

  • Interview customers and service engineers to gain a deeper understanding why setups were going badly.
  • Iterative development of a solution that could evolve into the delivered application.
  • Application reviews with development team, customers, and service engineers.

Solution

  • A HTA-based wizard that organized the setup process for users.
  • Automation of some configuration checks that users generally failed to complete of skip.

Results

  • Cisco Unity setup was the highest rated customer satisfaction category in 2004.
  • Setup support calls dropped 75 percent.

Trip.com — 1995

Trip.com web page TripReservationFlow.com diagram

Background

TheTrip.com was an Internet travel site targeted at business travelers. In the mid-1990s, Internet travel sites were targeted at individuals and families. Our goal was to capture the corporate travel market.

Problem

Create a travel website that would be compelling to business users.

Constraints

  • Use ITN (Internet Travel Network) as reservation system.

Approach

  • Competitive testing of competing travel sites
  • Iterative prototyping and testing of prototypes with business users

Solution

  • Provide unique and exclusive content that would allow business users to be more effective travelers.
    • A real-time flight tracker that allowed users to track where planes were in real-time.
    • A travel newsletter that provided business travel tips and tricks.
    • Low fare estimates by using multiple reservation systems.
  • Project a profession image and provide customer support to create a high-end travel experience.
  • Support the easy sharing of reservation information between business colleagues.
  • Make it very easy for colleagues to book similar itineraries.
  • Make it easier to book multiple leg flights on Trip than competing sites.

Results

  • The site was initially successful in attracting business travelers. This site won several commercial awards (AOL Essential Web Site, Yahoo Best of the Web, and Cool Site of the Day).
  • ITN also site up a business travel service. ITN offered a discounted service directly to large enterprises and Trip.com was not able to be price competitive.