BroadSoft, acquired by Cisco, engaged our team to evaluate and redesign their telecommunication products. This engagement began with a project to conduct both research and design on the BroadCloud PBX cloud VOIP solution. With growing needs and a lack of direction on how to adapt the design, BroadSoft brought us on to help simplify their complex system while maintaining flexibility and customizability.
To do this, we leveraged our researchers’ expertise in both usability principles and stakeholder interviews in order to better understand the BroadCloud user experience. In parallel, a design concept was created to illustrate a new design direction with increased usability and appeal while reducing training and support costs. The new concept presents users with an easy-to-use, task-focused interface, helping users visualize complex information and data that is consumable and allows for quick action.