Cisco RMA Dashboard: BI Dashboard Redesign at DIRECTV, the Design Strategy Process

DIRECTV Product Strategy

• User Research: Conducted interviews with logistics, customer support, and supply chain teams to identify workflow challenges.

• Pain Points Identified: Conducted interviews with logistics, customer support, and supply chain teams to identify workflow challenges.

• Competitive Analysis: Delays in return processing, lack of real-time status tracking, and difficulty in analyzing failure trends.

• Business Alignment: Reviewed industry best practices for RMA tracking dashboards.

Coming up with concepts and gathering user feedback.

• Strategic Objectives: Provide end-to-end visibility into RMA status, tracking, and resolution times.

• Key Metrics: Return processing time, defect trends, cost impact, approval timelines, and logistics efficiency.

• Information Architecture: Organized into RMA Status, Processing Analytics, and Failure Insights sections.

• Wireframing & Prototyping: Created low-fidelity wireframes to establish data visualization structure.

• Stakeholder Reviews: Gathered feedback to refine layouts and functionality.

• Interactive Prototypes: Developed high-fidelity prototypes for usability testing.

• A/B Testing: Evaluated different data visualization methods (heat maps, progress bars, trend graphs) for clarity.

• User Feedback Integration: Adjusted features based on real-world testing insights.

• Design Handoff: Worked closely with engineers to integrate with Cisco’s ERP and analytics tools.

• Scalability Considerations: Ensured the dashboard could handle high-volume RMA cases efficiently.

• Customization Features: Enabled filtering by product type, region, and issue category.

• User Training & Adoption: Conducted onboarding sessions for key stakeholders.

• Performance Monitoring: Tracked usage, accuracy, and user engagement post-launch.

• Continuous Improvements: Implemented feedback-driven enhancements for better forecasting and reporting.