Increasing Meraki Community CSAT by 10%

Overview

The Meraki Community is a support platform for Cisco Meraki dashboard users, designed for sharing best practices, troubleshooting issues, and connecting with other users.

I led adoption of the unified design system to modernize the platform and build trust with users, resulting in:

  • 10% increase in overall Community CSAT (highest ever recorded)

  • 70% "Truly Satisfied" CSAT score

  • 68% "Truly Agree" on seamless experience

Role(s)

Product Designer

Timeline

3 months (2024)

Team

1 Engineer Consult 1 Project Manager

Problem

Community users are technical Meraki dashboard users who want a consistent, intuitive experience across platforms.

The 3 primary problems with the old interface were:

Goal

Align the Meraki Community platform with the unified design system to modernize and build trust with users.

Key Decisions

With a limited scope and contract developers, priorities included the left navigation menu, header, homepage, and technical forum topics.

Through testing prototypes with users, key design decisions included:

  1. Revamped left navigation menu
    We adopted a more intuitive, sticky menu with adaptable views and reorganized content to align with user mental models.



  2. Consistent and accessible thread lists in forums
    Unread posts (threads) were consistently indicated by a status dot instead of bolded text and visuals were updated for accessibility.



  3. Grouping content for easy scannability
    Creating clear information hierarchy allowed for users to more easily scan and identify the solution on a thread page alongside secondary information.

Figma Prototype

Testing the left navigation menu ensured alignment to user mental models.

Learnings

Involve teammates and stakeholders during research to drive results.

  • Engage teammates/stakeholders in research: Inviting cross-functional partners to observe user testing and involving them in workshops helped gain strong buy-in for alignment and impact.

  • Define measurement methods early: I used qualitative feedback, like surveys and user testing, to guide design decisions. When I analyzed behavioral data, simultaneous Community contests during launch made it challenging to isolate the impact of this initiative on user engagement.

    This experience led me to partner more closely with our data analyst in future projects (e.g. Meraki Learning Hub) to define success metrics earlier, combining both qualitative and quantitative insights.

‹ Meraki Learning Hub