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Redesigning Customer Education for Xilinx: Enhancing Training Solutions and Accessibility

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moesha
11 diapositives · 233 Views · Jul 27, 2014

Xilinx is revolutionizing its Customer Education by redesigning its training approach for programmable logic solutions. Collaborating with global training organizations, the redesign methodology involved assessing current usability, interviewing sales engineers and customers, and analyzing web metrics over a year. Key improvements include navigation based on user tasks, a streamlined course registration process, and a "college catalog" design metaphor. These changes have resulted in a reported 200% increase in enrollments by training providers, simplifying content maintenance and enhancing user access to courses and training providers worldwide.

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  1. Victor Solanoy Customer Education Redesign

  2. Xilinx provides training on programmable logic solutions using a variety of development tools using by partnering with training organizations around the world. Customer Education

  3. Redesign Methodology

  4. Performed current state usability Interviewed sales engineers and customers Analyzed web metrics across a 1 year period Identified primary persona Established design objectives Design navigation based on user tasks, not organizational priorities Work within existing training model that used disparate training organizations worldwide to provide services “College catalog” design metaphor Redesign Methodology

  5. No budget allotted for building database driven pages Most content editors were non-technical, having only rudimentary knowledge of HTML Change of training business model – design needed to scale accordingly Constraints

  6. Streamlined flow directing users to register for courses Many training providers worldwide reported an increase in enrollments by as much as 200% Simplified maintenance of content for non-technical content editors Results

  7. Redesigned Education Home Customer Education offers a wide variety of courses, including in-person and on-demand training, and webcasts.

  8. Course Listing Single page course listing allows users to user the browser’s find functionality to locate courses. Users complained about pogo sticking between pages to find specific types of courses. I.e. All courses on FPGA design. The design was meant to mimic a college catalog, providing a course title, availability and a short but highly informative description of the course.

  9. Course Listing Since training is global, regardless of geographic location, users have quick access to identifying the availability of a course

  10. Training Provider Listing Finding a training provider is done on the ATP page that lists all providers worldwide. The page includes deep links into provider course listings, registration as well as the provider’s website and important contact information.