Background
WebEx Events and Training Products are used by thousands of users worldwide to create engaging online trainings and events.
WebEx training center is used by several universities, hospitals, and enterprises and the users range from students to nurses to enterprise employees.
WebEx Event Center is used by huge organizations for product release announcements, internal all hands meetings, sales summits etc and several other corporate communications.
This 20-year-old product is feature heavy and customers would engage support or assistance services to host successful events or to train instructors tocreate content
and conduct online training sessions. WebEx Training and Event products have a reputation for robustness and reliability while being able to support large group of attendees. Customers have access to support and get extensive training from the sales channels at WebEx.
“With WebEx Training Center, I can serve three times as many people as i could with on-site training sessions. I can travel all that while eliminating travel time, saving money on gas and reducing our carbon footprint” Mike Kollen, Lead Instructor, UC Irvine (Industry : Education)
Competitive Analysis
I conducted a competitive analysis on different competitors for Event and Training centers. The criteria were to understand feature parity and social media integration.
Study Goals
Business Goals
1. Increase Video Adoption
2. Speed up feature delivery
3. Reduce the cost of maintaining, updating, and testing 3 clients instead of one.
4. Reduce the support calls being received when customers set up these products.
Experience Goals
1. Will the user need and use a video-centric experience
2. Today only expert users are able to conduct events and training. Reduce the dependence on WebEx support center and allow users to be self-sufficient by creating a more intuitive product.
3. Identify and fix the top usability issues in EC and TC.
4. Enhance the micro-interactions with more updated and current design patterns.
5. Which are the features Event Hosts and Trainers find invaluable and what are not used often or fail to meet a good experience standard?
6. Users can focus on the event and training and not the technical details.
Sources of Data
1. Contextual Enquiry - Trainers and Event Organizers - Rancho Cordova, Advanced Services
2. Support Center Tickets- Gather, study and group
3. Meet with Customer Experience Managers within Cisco and collect information about their interaction with customers
Additional Research Artifacts