Service Request Dashboard User Testing

The SRD (service request dashboard) is used to submit all creative requests to the Hatch (Cisco Systems’ internal creative agency).

Usability tests using the live version of SRD were conducted on participants who are Cisco employees. The purpose behind the tests was to check the validity of existing issues recognized by the engineers and key stakeholders. Some issues included confusion with the labeling of services, if certain features are used within the tool, and if the workflow is clear enough to complete all the steps to submit a request. These tests were conducted remotely via Webex Meetings. The participants were asked to share their screens and vocalize their experiences while they went through a series of tasks presented by the interview moderator. They were also asked to fill out a survey at the end of the interview.

My role in this project was to develop a script with a series of tasks highlighting the problematic areas. I set up the interviews, conducted them, noted and collected all the findings, and presented the information to stakeholders.