Webex
Control Hub Troubleshooting Experience
Webex Control Hub is a centralized management and control platform for Webex services and devices. Its primary users are IT admins responsible for configuring, managing users and devices, and troubleshooting Webex meeting and calling issues.
For over 3 years, I led the design in Control Hub troubleshooting experience by driving feature enhancements and architectural changes. I'd like to share key design strategies and insights from this experience.
Title
Lead Product Designer
Year
2021 - 2023
I refined the existing information architecture of the Control Hub Analysis and Troubleshooting. This process began with a series of expert interviews and cross-functional team workshops with our researchers, product managers, and tech leads to gather insights and perspectives.
Next, I streamlined the existing site map, integrating potential opportunities and logically organizing content into clearly defined categories. This approach facilitated the development of a more intuitive and scalable information structure, setting the stage for the next iteration of the Control Hub.
Redefine the information architecture
Unfortunately due to NDA, I can't share too much detail about this project.
However, I'm happy to offer a general overview of Troubleshooting design strategy. If you're interested in delving deeper into my design, please feel free to reach out.
Long-term goal
Product goal:
Enable admins to proactively identify and resolve issues from a single platform.
Business goal:
Establish a “white-glove” quality of service that can be an up-sell to customers.
Feature prioritization
We synthesized opportunities identified from research sessions, but needed a method to prioritize features. By employing a priority matrix, we categorized solutions into phases, distinguishing between quick wins and strategic tasks.
Oppotunity areas
Design iterations
I'm pleased to announce the successful launch of more than five concrete products I designed, each making a significant impact:
Live Meetings Monitor
Troubleshooting Notifications (now integrated into the Alert Center)
Unified Troubleshoot Search
Large Conference Troubleshooting
User-centric and Device-centric Troubleshooting
Check the link to see the products readouts.
Outcomes
Troubleshooting Alert
The most efficient way to
identify problems
Design the Alert Center feature within the Control Hub system from scratch.
This feature enables IT admins to proactively monitor real-time performance and trends for individual users or devices, organizations, and global locations.
Live Meeting Monitor
Transitioning from reactive to proactive
Live meeting monitor is to provide IT professionals a holistic view of all the on-going meetings in their organization. I built this feature from 0 to 1. The launched product has been show and shared in Cisco Live and WebexOne.
Check the implemented product shortcut in here.
Large conference diagnotics
Expand the scope of company conference diagnostics
Optimized large conference diagnostics now support new events and webcasts for up to 3000 participants. The interaction design enhancement simplifies the sorting and identification of participants experiencing poor quality during meetings.
The feature's launch has attracted critical webcast customers, including HCA, Telekom, and Forrester.
User-centric and
device-centric troubleshooting
Troubleshoot with targeting
User and device centric troubleshooting is to track speicific target or watchlist users'or devices' meetings and call performance in a continuous-time range.
Takeaways
Conducting in-depth design research in a specific field has deepened my understanding not only of interaction design but also of strategic design processes. While each domain and product varies, I aim to focus on aligning product direction, market presence, and corporate business goals. This approach ensures that the product serves not only the users but also drives greater demand for the company.
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