Digital Learning User Journey Map

This journey map was produced from primary research with learners across multiple user types — network administrators, partner engineers, and new-to-Meraki users — spanning the full digital learning experience from first discovering training content through completing modules and returning for more.

The map traces five stages (Awareness → Selection → Adoption → Retention → Advocacy) across three layers: the contextual touchpoints users encounter at each stage, the research insights grounded in participant quotes and behavioral observation, and the prioritized opportunities surfaced by the research. Key integrated systems — Xyleme, Absorb, Cisco U, Partner platforms — are mapped as touchpoints alongside the core engagement metrics tracked at each stage.

It was used by content and design teams as a shared reference for prioritizing improvements across the product. The document is confidential Cisco research.