Date post: | 31-Oct-2014 |
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Business |
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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
@LavaCon
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
@LavaCon
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?
@LavaCon
6 Copyright © 2013 Juniper Networks, Inc.
IX TODAYCurated Web Portals
Mobile
Product UI / iX
Content ApplicationsVideo Social Media
Traditional Content
Connecting the Dots
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7 Copyright © 2013 Juniper Networks, Inc.
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
9 Copyright © 2013 Juniper Networks, Inc.
CONNECTED PARTNERSHIPS
10 Copyright © 2013 Juniper Networks, Inc.
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)
11 Copyright © 2013 Juniper Networks, Inc.
PARTNERSHIPS WITH EDUCATION SERVICES (TRAINING)
• Certifications• Training Course Material• Video
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12 Copyright © 2013 Juniper Networks, Inc.
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
13 Copyright © 2013 Juniper Networks, Inc.
PARTNERSHIPS WITH JTAC (CUSTOMER SUPPORT)
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• Collaboration on a Conversion Tool Video
• Troubleshooting• Cross Linking of Content
14 Copyright © 2013 Juniper Networks, Inc.
INTEGRATED TROUBLESHOOTING
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15 Copyright © 2013 Juniper Networks, Inc.
PARTNERSHIPS WITH ENGINEERING
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• Command Line Interface (CLI) Review• Network Configuration Examples• Design and Implementation Guides• Juniper Networks Book Initiative
16 Copyright © 2013 Juniper Networks, Inc.
NETWORK CONFIGURATION EXAMPLES
http://www.juniper.net/nce
Multi-platform coverageEnd-to-end network
configurationsStep-by-step procedures
82
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17 Copyright © 2013 Juniper Networks, Inc.
DESIGN AND IMPLEMENTATION GUIDES (DIGS)
Campus andBranch
WAN
Core
Consumer and Business Device
Access andAggregation
Edge
Data Center
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18 Copyright © 2013 Juniper Networks, Inc.
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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19 Copyright © 2013 Juniper Networks, Inc.
PARTNERSHIPS WITH MARKETING
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• CLI Alignment• Day One Guides• Posters
20 Copyright © 2013 Juniper Networks, Inc.
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
21 Copyright © 2013 Juniper Networks, Inc.
KNOWLEDGE ON DAY ONEwww.juniper.net/dayone
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22 Copyright © 2013 Juniper Networks, Inc.
PARTNERSHIPS WITH CUSTOMERS
@LavaCon
• International Content Advisory Board • Customer Feedback Widget
23 Copyright © 2013 Juniper Networks, Inc.
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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24 Copyright © 2013 Juniper Networks, Inc.
ENABLING CUSTOMER FEEDBACK
FEEDBACK SYSTEMAvailable on every page of juniper.net/documentation
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25 Copyright © 2013 Juniper Networks, Inc.
CONNECTED CUSTOMER
EXPERIENCE
26 Copyright © 2013 Juniper Networks, Inc.
UNIFIED VIEW IN A CONSUMABLE FORMAT
Providing a feature list for all products in one place is a huge win!
27 Copyright © 2013 Juniper Networks, Inc.
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
28 Copyright © 2013 Juniper Networks, Inc.
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
30 Copyright © 2013 Juniper Networks, Inc.
WEB EXPERIENCE
31 Copyright © 2013 Juniper Networks, Inc.
SEAMLESS WEB EXPERIENCE BETWEEN INFORMATION SYSTEMS
From Pathfinder
To Bug database
32 Copyright © 2013 Juniper Networks, Inc.
LISTENING DEVICE
33 Copyright © 2013 Juniper Networks, Inc.
CONCLUSION
@LavaCon
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 protected]@juniper.net
@rajalshah @RichrdHendricks @LavaCon