case study: connecting the dots - improving the information experience for customers

Connecting the Dots: Improving the InformationExperience for Customers

Rajal Shah

Richard Hendricks

@LavaCon @rajalshah @RichrdHendricks

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 Copyright © 2013 Juniper Networks, Inc.

AGENDA

INFORMATION EXPERIENCE1

CONNECTED PARTNERSHIPS2

CONNECTED CUSTOMER EXPERIENCE3

Q & A4

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4 Copyright © 2013 Juniper Networks, Inc.

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

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5 Copyright © 2013 Juniper Networks, Inc.

THE ARCHITECTED INFORMATION EXPERIENCE

App Notes Best Practices Hand Books

Data Sheets White Papers Solutions

Deployment Config Examples Reference Release Notes

KBs Tech Notes Troubleshooting

Product Training Certifications

Forums Wikis

Juniper.net Integrated content Mobile applications Social media and rich media

Gain in-depth knowledge Make confident decisions Improve satisfaction

Solutions

Products Tech Docs

Training Community

Support

New and Improved Content Connect with community Save time Reduce cost of support

Benefits to You

Accuracy and Depth Release Notes Getting Started

Technology Overviews Error Messages Examples

Online Help

Juniper WebProduct UI

OnlineCommunities

Customer View

What is the source of

truth?

How do I make sense

of it all?

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IX TODAYCurated Web Portals

Mobile

Product UI / iX

Content ApplicationsVideo Social Media

Traditional Content

Connecting the Dots

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Feedback Area

FEEDBACK FROM JUNIPER’S CUSTOMERS

Accessibility

• Improve navigation, search, organization

• Provide mobile solutions

• Localize content

Community• Engage community and

drive awareness of iX offerings

Information Quality

• Provide accurate content

• Provide more content depth and comprehensive examples

• Provide more “overview” and prescriptive documentation

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8 Copyright © 2013 Juniper Networks, Inc.

ACCESSIBILITY: SURFACE THE CONTENT

1. Extract information objects and bring them up

2. Integrate with other content (eliminate organizational silos)

3. Keep it simple

Com

plex

ity

Videos Day Ones Posters Learn Abouts Wiki Marketing

Content Help

DIGs NCEs Getting Started

Best Practices

Release Notes Pathfinder Migration

Guides

Overview Planning Safety Installation Maintenance

TroubleshootingTroubleshooting Configuration Administration CLI Reference

Canonical Content on www.juniper.net/documentation@LavaCon

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CONNECTED PARTNERSHIPS

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CONTENT PARTNERSHIPS

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• Day One Guides (Marketing)• Videos (Training)

• Network Configuration Examples (Engineering)• Design and Implementation Guides (Solutions)

• Integrated KB Articles with Technical Documentation (Customer Support)

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PARTNERSHIPS WITH EDUCATION SERVICES (TRAINING)

• Certifications• Training Course Material• Video

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SHOW AND TELL: INSTRUCTIONAL VIDEOS

DID YOU KNOW?

We embed videos in the

documentation and post them on

theJuniper iX

YouTube channel.

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iX YouTube

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PARTNERSHIPS WITH JTAC (CUSTOMER SUPPORT)

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• Collaboration on a Conversion Tool Video

• Troubleshooting• Cross Linking of Content

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INTEGRATED TROUBLESHOOTING

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PARTNERSHIPS WITH ENGINEERING

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• Command Line Interface (CLI) Review• Network Configuration Examples• Design and Implementation Guides• Juniper Networks Book Initiative

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NETWORK CONFIGURATION EXAMPLES

http://www.juniper.net/nce

Multi-platform coverageEnd-to-end network

configurationsStep-by-step procedures

82

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DESIGN AND IMPLEMENTATION GUIDES (DIGS)

Campus andBranch

WAN

Core

Consumer and Business Device

Access andAggregation

Edge

Data Center

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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)

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PARTNERSHIPS WITH MARKETING

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• CLI Alignment• Day One Guides• Posters

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PARTNERSHIPS WITH MARKETING

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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

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KNOWLEDGE ON DAY ONEwww.juniper.net/dayone

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PARTNERSHIPS WITH CUSTOMERS

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• International Content Advisory Board • Customer Feedback Widget

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INCREASING CUSTOMER ENGAGEMENT

International Content Advisory Board (iCAB)AT A GLANCE

• 61 MEMBERS

• SERVICE PROVIDER (23%) • ENTERPRISE (36%)• PUBLIC (11%)

PARTNERS (22%)

• AMERICAS (50%)• EMEA (39%)• APAC (11%)

61 members and growing

Engaging online

Partnering to better understand user

requirements and validate improvements

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ENABLING CUSTOMER FEEDBACK

FEEDBACK SYSTEMAvailable on every page of juniper.net/documentation

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CONNECTED CUSTOMER

EXPERIENCE

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UNIFIED VIEW IN A CONSUMABLE FORMAT

Providing a feature list for all products in one place is a huge win!

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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

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UNIFIED VIEW IN A CONSUMABLE FORMAT

And - allowing users to query new features for software upgrades really addresses the customer experience!

29 Copyright © 2013 Juniper Networks, Inc.

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

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WEB EXPERIENCE

31 Copyright © 2013 Juniper Networks, Inc.

SEAMLESS WEB EXPERIENCE BETWEEN INFORMATION SYSTEMS

From Pathfinder

To Bug database

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LISTENING DEVICE

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CONCLUSION

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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.

34 Copyright © 2013 Juniper Networks, Inc.

THANK YOU!

SEND FEEDBACK juniper.net/documentationpathfinder.juniper.net

FOLLOW US

EMAIL

rajals@juniper.netrichard@juniper.net

@rajalshah @RichrdHendricks @LavaCon