Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com @gerrymcgovern

CiscoImproving software downloads

Gerry McGoverngerry@customercarewords.com

www.customercarewords.com

@gerrymcgovern

201015 Steps

Downloading Software for 7920 IP Phone

280 seconds approx.

Path 1

1

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2

6

5

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3

Path 1

“I’m assuming that one of these is the one I

want.”

7

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“There are a lot of steps before you get to

download”

20124-7 Steps

Download Softwarefor RV082

60-100 seconds

Download firmware: Obtain the latest firmware for your RV082 router compatible with Version 3 hardware.

Very Good TPI = 75Task 1 performance =

Success Rate Comparisons

August 2011 February 2012

Completion Time Comparisons

Download firmware: Obtain the latest firmware for your RV082 router compatible with Version 3 hardware.

Very Good TPI = 75Task 1 performance =

Good Minor Major Critical

1

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CiscoImproving software downloads

Gerry McGoverngerry@customercarewords.com

www.customercarewords.com

@gerrymcgovern