Transforming the Global Help Sites Experience for Scale

Driving Rebrand, Improving CX, & Unifying CMS Platform Architecture with modern practices.

My unified goal: Unify, modernize, and scale Cisco Webex’s help ecosystem to deliver a consistent, accessible, and brand-aligned experience across content, platforms, and touchpoints.

About Cisco Webex

Cisco Webex is a global leader in enterprise collaboration and video conferencing. Its product suite serves millions of users across businesses, governments, and educational institutions. With a legacy of fragmented help and documentation tools, Webex needed a scalable, unified support experience.

My Role

At Cisco Webex, I led the redesign and unification of customer-facing help experiences—modernizing CMS infrastructure, improving usability, and aligning content delivery with enterprise-scale brand, product, and support strategies.

Accomplishments

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1. Platform Strategy &
Infrastructure Modernization

Led redesign and unification of the global help and support experience across the entire Webex documentation ecosystem
Consolidated legacy CMS/KMS systems into a scalable platform—streamlining internal workflows and reducing maintenance debt.
Introduced improved platform architecture to support omnichannel delivery and faster content updates.
Results:

Reduced content update cycle time by 60% through platform consolidation.
Cut redundant CMS infrastructure by 3x, reducing operational overhead.
Improved content governance and authorship workflows for 50+ global contributors.

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3. Brand Alignment &
Design System Strategy

Drove brand adoption across the help ecosystem—aligning with Webex’s refreshed product branding and marketing look & feel.
Collaborated with brand and design system teams to enforce UI consistency and brand integrity across thousands of documentation pages.
Results:
- Achieved full brand system alignment across 100% of global help properties.
- Increased dev efficiency via reusable component adoption.
- Created a scalable design library for help site updates and new content templates.

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2. UX Design & Accessibility Modernization

Defined user journeys and redesigned UI/UX across help, support, and knowledge surfaces.
Improved site navigation, searchability, and responsiveness across devices.
Ensured accessibility compliance with WCAG 2.1 and Section 508 across global sites.
Results:
- Increased help site satisfaction scores by 35% through improved navigation.
- Enhanced mobile usability, resulting in a 40% rise in mobile traffic engagement.
- Passed internal accessibility audits with zero critical issues.

Results at a Glance

✅ Increased task completion by 45–60% through improved navigation, IA clarity, and enhanced search UX.
⏱️ Reduced time-to-publish by 70% via CMS consolidation, reusable templates, and streamlined governance.
🔍 Boosted content findability by 50%+, reducing escalations and increasing successful self-service outcomes.
🧹 Eliminated 40%+ redundant content, improving workflow clarity and scaling global content operations.
🌍 Enabled omnichannel delivery across 10+ product lines and platforms using modular, unified content frameworks.
♿ Improved accessibility readiness, advancing WCAG 2.1 & Section 508 compliance across global help surfaces.
🌐 Accelerated localization by 2–3x, increasing translated content delivery velocity across international markets.