Rajal Shah and Richard Hendricks, Juniper Networks LavaCon Conference 2013

1. Connecting the Dots:
Improving the Information
Experience for Customers
Rajal Shah
Richard Hendricks
@LavaCon
@rajalshah @RichrdHendricks

2. About the Speakers
• Rajal Shah is the Senior Director
of Information Experience at
Juniper Networks.
• Richard Hendricks is a
Senior Staff Engineer in the
Information Experience group
at Juniper Networks.
@LavaCon
@rajalshah @RichrdHendricks

3. AGENDA
1
INFORMATION EXPERIENCE
2
CONNECTED PARTNERSHIPS
3
CONNECTED CUSTOMER EXPERIENCE
4
Q&A
3 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

4. WHAT IS INFORMATION EXPERIENCE?
 In this context…
 The information is technical information
about Juniper’s
products, technologies, and services.
 The experience is your interaction and
engagement with the information we
provide – and with the product itself.
 The Information Experience (iX) team at
Juniper develops and publishes
technical documentation and
information resources supporting all of
Juniper’s products
4 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

5. THE ARCHITECTED INFORMATION EXPERIENCE
Juniper.net
Customer View
 Integrated content
 Mobile applications
 Social media and rich media
How do I make sense
 App Notes
 Best Practices
 Hand Books
 Product Training
 Certifications
Solutions
What is the source of
of it all?
truth?
 Forums
 Wikis
Training
Community
Product UI
Products
 Data Sheets
 White Papers
 Solutions
Tech Docs




Deployment
Config Examples
Reference
Release Notes
Juniper Web
Online
Communities
Online Help
Support
 KBs
 Tech Notes
 Troubleshooting
New and Improved Content
Benefits to You
 Accuracy and Depth
 Technology Overviews
 Gain in-depth knowledge
 Connect with community
 Release Notes
 Error Messages
 Make confident decisions
 Save time
 Getting Started
 Examples
 Improve satisfaction
 Reduce cost of support
5 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

6. IX TODAY
Curated Web Portals
Product UI / iX
Traditional Content
Mobile
Connecting
the
Dots
Video
6 Copyright © 2013 Juniper Networks, Inc.
Social Media
Content Applications
@LavaCon

7. FEEDBACK FROM JUNIPER’S CUSTOMERS
Feedback Area
• Provide accurate content
Information
Quality
Accessibility
Community
• Provide more content
depth and
comprehensive
examples
• Provide more “overview”
and prescriptive
documentation
• Improve
navigation, search, orga
nization
• Provide mobile solutions
• Localize content
• Engage community and
drive awareness of iX
offerings
7 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

8. ACCESSIBILITY: SURFACE THE CONTENT
1. Extract information objects and bring them up
2. Integrate with other content (eliminate organizational silos)
3. Keep it simple
Videos Day Ones
NCEs
Learn
Abouts
Wiki
Marketing
Content
Help
Getting
Started
Best
Practices
Release
Notes
Pathfinder
Migration
Guides
Complexity
DIGs
Posters
Overview
Planning
Troubleshooting
8 Copyright © 2013 Juniper Networks, Inc.
Safety
Configuration
Installation
Administration
Maintenance
CLI Reference
Canonical Content on www.juniper.net/documentation
@LavaCon

9. CONNECTED
PARTNERSHIPS
9 Copyright © 2013 Juniper Networks, Inc.

10. CONTENT PARTNERSHIPS
• Day One Guides (Marketing)
• Videos (Training)
• Network Configuration Examples (Engineering)
• Design and Implementation Guides (Solutions)
• Integrated KB Articles with
Technical Documentation (Customer Support)
10 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

11. PARTNERSHIPS WITH EDUCATION SERVICES
(TRAINING)
• Certifications
• Training Course Material
• Video
11 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

12. SHOW AND TELL: INSTRUCTIONAL VIDEOS
DID YOU
KNOW?
We embed videos in
the documentation
and post them on the
Juniper iX
YouTube channel.
iX
YouTube
12 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

13. PARTNERSHIPS WITH JTAC (CUSTOMER SUPPORT)
• Collaboration on a Conversion Tool Video
• Troubleshooting
• Cross Linking of Content
13 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

14. INTEGRATED TROUBLESHOOTING
14 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

15. PARTNERSHIPS WITH ENGINEERING
• Command Line Interface (CLI) Review
• Network Configuration Examples
• Design and Implementation Guides
• Juniper Networks Book Initiative
15 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

16. NETWORK CONFIGURATION EXAMPLES
82
Multi-platform coverage
End-to-end network configurations
Step-by-step procedures
http://www.juniper.net/nce
16 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

17. DESIGN AND IMPLEMENTATION GUIDES (DIGS)
Edge
Access and
Aggregation
Core
Consumer and
Business Device
Data Center
Campus and
Branch
17 Copyright © 2013 Juniper Networks, Inc.
WAN
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18. JUNIPER NETWORKS BOOK INITIATIVE
Juniper Networks Books
 Juniper Networks Warrior [O'Reilly]
 This Week: A Packet Walkthrough on the M, MX, and T Series
 Day One: Introduction to BGP Multicast VPNs
 Day One: SBR Change of Authorization (CoA) and the MX Series
 Day One: Advanced Junos CoS Troubleshooting Cookbook
 The SRX Series (O'Reilly book)
 Day One: Junos Ambassadors Cookbook for Enterprise
 Software Defined Networks (SDN) (O'Reilly book)
18 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

19. PARTNERSHIPS WITH MARKETING
• CLI Alignment
• Day One Guides
• Posters
19 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

20. PARTNERSHIPS WITH MARKETING
CLI Alignment – Typical Flow
• Engineering creates the CLI using internal terminology
• Product Marketing changes the product names
• Corporate Marketing changes the product names
• With each change, SW Development has to update the
CLI, QA needs to retest the CLI, and iX needs to revise
the documentation
CLI Alignment Case Study - QFabric
• All stakeholders negotiate terminology ahead of time
• Engineering creates the CLI using device-level terminology
(Node device, Interconnect device, etc.)
• Marketing owns the product family names (QFabric)
• CLI does not need to be modified when product family
names change, reducing test and documentation cycles
20 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

21. KNOWLEDGE ON DAY ONE
21 Copyright © 2013 Juniper Networks, Inc.
www.juniper.net/dayone
@LavaCon

22. PARTNERSHIPS WITH CUSTOMERS
• International Content Advisory Board
• Customer Feedback Widget
22 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

23. INCREASING CUSTOMER ENGAGEMENT
International Content Advisory Board (iCAB)
61 members and growing
Engaging online
Partnering to better
understand user
requirements and validate
improvements
23 Copyright © 2013 Juniper Networks, Inc.
AT A GLANCE
• 61 MEMBERS
• SERVICE PROVIDER (23%)
• ENTERPRISE (36%)
• PUBLIC (11%)
PARTNERS (22%)
• AMERICAS (50%)
• EMEA (39%)
• APAC (11%)
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24. ENABLING CUSTOMER FEEDBACK
FEEDBACK SYSTEM
Available on every page of
juniper.net/documentation
24 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

25. CONNECTED
CUSTOMER
EXPERIENCE
25 Copyright © 2013 Juniper Networks, Inc.

26. UNIFIED VIEW IN A CONSUMABLE FORMAT
Providing a feature list for
all products in one place is
a huge win!
26 Copyright © 2013 Juniper Networks, Inc.

27. UNIFIED VIEW IN A CONSUMABLE FORMAT
But - allowing to query a
feature set and get supported
platforms helps with RFP
submission solving a real
business need
27 Copyright © 2013 Juniper Networks, Inc.

28. UNIFIED VIEW IN A CONSUMABLE FORMAT
And - allowing users to
query new features for
software upgrades really
addresses the customer
experience!
28 Copyright © 2013 Juniper Networks, Inc.

29. CONSISTENCY AND PREDICTABILITY TO BUILD MUSCLE
MEMORY ON CONTENT OFFERING
• Fixed task-based
content offering for
all products
• Eliminates user
behavior to look
elsewhere for this
information
29 Copyright © 2013 Juniper Networks, Inc.

30. WEB EXPERIENCE
30 Copyright © 2013 Juniper Networks, Inc.

31. SEAMLESS WEB EXPERIENCE BETWEEN INFORMATION
SYSTEMS
From Pathfinder
To Bug database
31 Copyright © 2013 Juniper Networks, Inc.

32. LISTENING DEVICE
32 Copyright © 2013 Juniper Networks, Inc.

33. CONCLUSION
 Potential partnerships are everywhere…you
just need to look for the opportunities to
“connect the dots.”
 Training
 Customer Support
 Engineering
 Marketing
 Customers
 The Information Experience (iX) team at
Juniper actively “connects the dots” by
building partnerships to expand its scope
and value beyond the traditional definition of
a technical documentation department.
 Synergies are built one step at a time…don’t
be afraid to take the first step to “connect
the dots” in your own organization.
33 Copyright © 2013 Juniper Networks, Inc.
@LavaCon

34. THANK YOU!
SEND FEEDBACK
juniper.net/documentation
pathfinder.juniper.net
FOLLOW US
EMAIL
rajals@juniper.net
richard@juniper.net
34 Copyright © 2013 Juniper Networks, Inc.
@rajalshah
@RichrdHendricks
@LavaCon