Security Appliance

• The product team was missing information about how customers deployed and managed a new security appliance
• The organization’s VP needed to identify the primary support issues impacting Security Appliance customers and driving up operational costs

• Correlated data from tech-support-facilitated customer questions with case note analysis
• Identified customer challenges, key management patters, common deployment scenarios, and feature usage preferences

• Created defaults for key new features, decreasing deployment time by 60%
• Created a wizard to permit users to modify access control rules
• Designed a feature to display how configuration impacts traffic flow
• New features positively impacted 50% of support cases for this product