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The 10 content designers on my team working on Cisco’s CX Cloud and PX Cloud SaaS products were having trouble maintaining consistency due to the lack of content standards and patterns. They were also spending a lot of time researching and discussing content patterns and decisions, but decisions weren’t being captured, so the same topics ended up being litigated over and over. Leadership was identifying inconsistencies, and I noticed that they were coming up in CSAT results and research sessions as well. We had a small style guide, as did many other Cisco orgs, but we lacked comprehensive, actionable guidelines and modular patterns that would help us efficiently deliver consistent content at scale for our products.

I created a plan and a roadmap that helped secure approval from leadership for clearing my schedule to take on the project. They agreed that creating a content design system customized for our products would likely yield a high ROI in terms of saving designers time, preserving institutional knowledge, and promoting consistency across our experiences.

I began discovery by sharing a survey with the content design team and our product designers to determine what the perceived obstacles were to efficiently creating consistent content in our products.