1. Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com www.customercarewords.com @gerrymcgovern

2. 2010 15 Steps Downloading Software for 7920 IP Phone 280 seconds approx.

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6. “I’m assuming that one of these is the one I want.” 7

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14. Path 1 15 “There are a lot of steps before you get to download”

15. 2012 4-7 Steps Download Software for RV082 60-100 seconds

16. Download firmware: Obtain the latest firmware for your RV082 router compatible with Version 3 hardware. Task 1 performance = Success Rate Comparisons August 2011February 2012

17. Completion Time Comparisons Download firmware: Obtain the latest firmware for your RV082 router compatible with Version 3 hardware. Task 1 performance =

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19. Cisco Improving software downloads Gerry McGovern gerry@customercarewords.com www.customercarewords.com @gerrymcgovern