The WebEx team was looking for guidance on how to improve their current training models for WebEx University which were receiving low customer satisfaction levels.
A comparative analysis of five similiar services was performed to examine opportunities to improve WebEx University's product. Heuristic analyses were performed on WebEx University and competitors.
The final product was a comparative analysis document that gave WebEx University an idea of where they were better than other support sites, and where they could improve. A quantitative process for improvement was created to highlight exactly what they could do to become one of the leaders of support for online collaboration products.