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Case Study: Connecting the Dots - Improving the Information Experience for Customers

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Rajal Shah and Richard Hendricks, Juniper Networks …

Rajal Shah and Richard Hendricks, Juniper Networks

LavaCon Conference 2013

Published in: Business, Technology

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  • 1. Connecting the Dots: Improving the Information Experience for Customers Rajal Shah Richard Hendricks @LavaCon @rajalshah @RichrdHendricks
  • 2. About the Speakers • Rajal Shah is the Senior Director of Information Experience at Juniper Networks. • Richard Hendricks is a Senior Staff Engineer in the Information Experience group at Juniper Networks. @LavaCon @rajalshah @RichrdHendricks
  • 3. AGENDA 1 INFORMATION EXPERIENCE 2 CONNECTED PARTNERSHIPS 3 CONNECTED CUSTOMER EXPERIENCE 4 Q&A 3 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 4. WHAT IS INFORMATION EXPERIENCE?  In this context…  The information is technical information about Juniper’s products, technologies, and services.  The experience is your interaction and engagement with the information we provide – and with the product itself.  The Information Experience (iX) team at Juniper develops and publishes technical documentation and information resources supporting all of Juniper’s products 4 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 5. THE ARCHITECTED INFORMATION EXPERIENCE Juniper.net Customer View  Integrated content  Mobile applications  Social media and rich media How do I make sense  App Notes  Best Practices  Hand Books  Product Training  Certifications Solutions What is the source of of it all? truth?  Forums  Wikis Training Community Product UI Products  Data Sheets  White Papers  Solutions Tech Docs     Deployment Config Examples Reference Release Notes Juniper Web Online Communities Online Help Support  KBs  Tech Notes  Troubleshooting New and Improved Content Benefits to You  Accuracy and Depth  Technology Overviews  Gain in-depth knowledge  Connect with community  Release Notes  Error Messages  Make confident decisions  Save time  Getting Started  Examples  Improve satisfaction  Reduce cost of support 5 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 6. IX TODAY Curated Web Portals Product UI / iX Traditional Content Mobile Connecting the Dots Video 6 Copyright © 2013 Juniper Networks, Inc. Social Media Content Applications @LavaCon
  • 7. FEEDBACK FROM JUNIPER’S CUSTOMERS Feedback Area • Provide accurate content Information Quality Accessibility Community • Provide more content depth and comprehensive examples • Provide more “overview” and prescriptive documentation • Improve navigation, search, orga nization • Provide mobile solutions • Localize content • Engage community and drive awareness of iX offerings 7 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 8. ACCESSIBILITY: SURFACE THE CONTENT 1. Extract information objects and bring them up 2. Integrate with other content (eliminate organizational silos) 3. Keep it simple Videos Day Ones NCEs Learn Abouts Wiki Marketing Content Help Getting Started Best Practices Release Notes Pathfinder Migration Guides Complexity DIGs Posters Overview Planning Troubleshooting 8 Copyright © 2013 Juniper Networks, Inc. Safety Configuration Installation Administration Maintenance CLI Reference Canonical Content on www.juniper.net/documentation @LavaCon
  • 9. CONNECTED PARTNERSHIPS 9 Copyright © 2013 Juniper Networks, Inc.
  • 10. CONTENT PARTNERSHIPS • Day One Guides (Marketing) • Videos (Training) • Network Configuration Examples (Engineering) • Design and Implementation Guides (Solutions) • Integrated KB Articles with Technical Documentation (Customer Support) 10 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 11. PARTNERSHIPS WITH EDUCATION SERVICES (TRAINING) • Certifications • Training Course Material • Video 11 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 12. SHOW AND TELL: INSTRUCTIONAL VIDEOS DID YOU KNOW? We embed videos in the documentation and post them on the Juniper iX YouTube channel. iX YouTube 12 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 13. PARTNERSHIPS WITH JTAC (CUSTOMER SUPPORT) • Collaboration on a Conversion Tool Video • Troubleshooting • Cross Linking of Content 13 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 14. INTEGRATED TROUBLESHOOTING 14 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 15. PARTNERSHIPS WITH ENGINEERING • Command Line Interface (CLI) Review • Network Configuration Examples • Design and Implementation Guides • Juniper Networks Book Initiative 15 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 16. NETWORK CONFIGURATION EXAMPLES 82 Multi-platform coverage End-to-end network configurations Step-by-step procedures http://www.juniper.net/nce 16 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 17. DESIGN AND IMPLEMENTATION GUIDES (DIGS) Edge Access and Aggregation Core Consumer and Business Device Data Center Campus and Branch 17 Copyright © 2013 Juniper Networks, Inc. WAN @LavaCon
  • 18. JUNIPER NETWORKS BOOK INITIATIVE Juniper Networks Books  Juniper Networks Warrior [O'Reilly]  This Week: A Packet Walkthrough on the M, MX, and T Series  Day One: Introduction to BGP Multicast VPNs  Day One: SBR Change of Authorization (CoA) and the MX Series  Day One: Advanced Junos CoS Troubleshooting Cookbook  The SRX Series (O'Reilly book)  Day One: Junos Ambassadors Cookbook for Enterprise  Software Defined Networks (SDN) (O'Reilly book) 18 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 19. PARTNERSHIPS WITH MARKETING • CLI Alignment • Day One Guides • Posters 19 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 20. PARTNERSHIPS WITH MARKETING CLI Alignment – Typical Flow • Engineering creates the CLI using internal terminology • Product Marketing changes the product names • Corporate Marketing changes the product names • With each change, SW Development has to update the CLI, QA needs to retest the CLI, and iX needs to revise the documentation CLI Alignment Case Study - QFabric • All stakeholders negotiate terminology ahead of time • Engineering creates the CLI using device-level terminology (Node device, Interconnect device, etc.) • Marketing owns the product family names (QFabric) • CLI does not need to be modified when product family names change, reducing test and documentation cycles 20 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 21. KNOWLEDGE ON DAY ONE 21 Copyright © 2013 Juniper Networks, Inc. www.juniper.net/dayone @LavaCon
  • 22. PARTNERSHIPS WITH CUSTOMERS • International Content Advisory Board • Customer Feedback Widget 22 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 23. INCREASING CUSTOMER ENGAGEMENT International Content Advisory Board (iCAB) 61 members and growing Engaging online Partnering to better understand user requirements and validate improvements 23 Copyright © 2013 Juniper Networks, Inc. AT A GLANCE • 61 MEMBERS • SERVICE PROVIDER (23%) • ENTERPRISE (36%) • PUBLIC (11%) PARTNERS (22%) • AMERICAS (50%) • EMEA (39%) • APAC (11%) @LavaCon
  • 24. ENABLING CUSTOMER FEEDBACK FEEDBACK SYSTEM Available on every page of juniper.net/documentation 24 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 25. CONNECTED CUSTOMER EXPERIENCE 25 Copyright © 2013 Juniper Networks, Inc.
  • 26. UNIFIED VIEW IN A CONSUMABLE FORMAT Providing a feature list for all products in one place is a huge win! 26 Copyright © 2013 Juniper Networks, Inc.
  • 27. 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 27 Copyright © 2013 Juniper Networks, Inc.
  • 28. UNIFIED VIEW IN A CONSUMABLE FORMAT And - allowing users to query new features for software upgrades really addresses the customer experience! 28 Copyright © 2013 Juniper Networks, Inc.
  • 29. 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 29 Copyright © 2013 Juniper Networks, Inc.
  • 30. WEB EXPERIENCE 30 Copyright © 2013 Juniper Networks, Inc.
  • 31. SEAMLESS WEB EXPERIENCE BETWEEN INFORMATION SYSTEMS From Pathfinder To Bug database 31 Copyright © 2013 Juniper Networks, Inc.
  • 32. LISTENING DEVICE 32 Copyright © 2013 Juniper Networks, Inc.
  • 33. CONCLUSION  Potential partnerships are everywhere…you just need to look for the opportunities to “connect the dots.”  Training  Customer Support  Engineering  Marketing  Customers  The Information Experience (iX) team at Juniper actively “connects the dots” by building partnerships to expand its scope and value beyond the traditional definition of a technical documentation department.  Synergies are built one step at a time…don’t be afraid to take the first step to “connect the dots” in your own organization. 33 Copyright © 2013 Juniper Networks, Inc. @LavaCon
  • 34. THANK YOU! SEND FEEDBACK juniper.net/documentation pathfinder.juniper.net FOLLOW US EMAIL rajals@juniper.net richard@juniper.net 34 Copyright © 2013 Juniper Networks, Inc. @rajalshah @RichrdHendricks @LavaCon

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