About Ruckus Networks

Ruckus Networks, an ARRIS company (formerly known as Ruckus Wireless), is a company selling wired and wireless networking equipment and software. Ruckus offers Wi-Fi, switching, cloud and software products to mobile carriers, broadband service providers, and corporate enterprises.

🙋‍♀️ ROLES AND RESPONSIBILITIES

As a UX Researcher at Ruckus Networks, I spearheaded a pivotal project focusing on the License Activation and Renewal process. My responsibilities encompassed:

• Stakeholder Engagement: I conducted over 25 in-depth stakeholder interviews, which allowed me to understand the diverse needs and align them with our project goals.

• Design Thinking Leadership: I led an innovative online Design Thinking Workshop, facilitating a creative and collaborative environment that was instrumental in shaping our approach.

• Research-Driven Design: My focus was on rigorous UX research, which laid the foundation for developing a unified dashboard and tool that addressed user needs effectively.

OUR APPROACH

Our End to End Process is Rooted in Human Insight, and Takes Ideas From Vision To Outcome. 

We took a human-first lens to our exploratory, definition and co-creation processes, leveraging our deep anthropological, behavioral sciences and experience design expertise. We will begin with a meta-synthesis to reveal and better understand pain points in the experience and define the design principles that generate the ideal customer experience. 

This approach means simultaneously understanding the business requirements of the Ruckus product license activation experience, and also the emotional needs of consumers in physical and digital environments. The Cognizant team will work collaboratively to create an experience platform that is both customer-centric and offers delightful experience. 

01 Immersion -( Discovery Phase ) - To frame the problem, the team will immersed themselves within Ruckus business space. Interview with Ruckus key stakeholders and a review of relevant documents/assets enabled the team to align the project direction and conditions for success to the current perception of the organization.  At the end of the phase, we finalized the problem and broader strategic framework of the project, in which we will explore further. Preparatory research design and scheduling work for subsequent phase was done concurrently.

02 Insight & Inspiration (User Research and Audit) - We had sessions with product line owners in understanding the products and activation process  along with associated customer journey, Current state pain areas, behavior understanding across customer segments, understanding associated metrics and future state of products.   We had sessions/interviews with service center executives across product lines towards understanding call patterns, information etc. Our process is designed to allow the team to guide us in understanding the interactions and taken-for-granted assumptions behind how things get done, so that helped in developing experience principles that are both contextual and action-oriented. Heuristic Analysis was conducted and 25+ user interviews were taken.

03 Analysis & Sensemaking - Analyzed current state journeys, inputs received during user analysis, call log analysis, web data analysis, understand any industry trends associated with activation & other possible solutions that could potentially be considered.

PERSONA

CURRENT STATE - JOURNEY MAP

DESIGN THINKING WORKSHOP

For the workshop I have proposed the ideas and ways to efficiently conduct it. eg of the idea card for the same is below. ~25 people will collaborate online which we grouped in 3 teams.

Workshop - Miro Board

Key Features and Insights of workshop:

• Unified Dashboard Development: I proposed a one-stop, common dashboard view for all personas, featuring real-time licensing tracking, seamless license management, and an intuitive communication center.

• Customer 360 Approach: We developed a holistic view of the customer, incorporating features like actionable notifications and a responsive Ruckus Bot for user assistance.

• Consumption Model: Focused on providing a consumption-based pricing model that offered real-time inventory lists and detailed control over license subscriptions.

FUTURE STATE JOURNEY

After synthesizing and analyzing the workshop data, have created the future state experience map of all personas. I am sharing couple. For more details lets get in touch.

Reflections and Professional Growth:

This project was a cornerstone in my professional journey, significantly enhancing my skills in UX research, collaborative problem-solving, and design thinking. It highlighted the importance of empathy in design and the power of cross-functional collaboration in achieving unified solutions.