A cross-device support platform using video streaming and live annotations to help remote experts to give more contextual guidance to field technicians who are facing a technical issue.

Goals

• Create a MVP platform to help support experts to provide better remote assistance using video sharing and live annotations
• Create a multi-platform (iOS, Android, windows) and multi device (Mobile, desktop, AR glasses.

Role & responsibilities

As main product designer, I was part of an agile development team (Product owner, scrum master, front/back-end and QA)

• Agile/scrum sprint collaboration
• Discovery research (interviews, surveys, competitive benchmarking)
• Inputs analysis (Customer journeys, personas)
• Information architecture
• Prototyping
• Multi-channel experience (mobile, tablet, desktop, AR glasses)
• Design system
• Usability tests

Year: 2017

Role: Lead Designer

Tools: Balsamiq, Sketch, Zeplin, Invision, Confluence/Jira

Collecting insights

Audience

Which factors impact the support experts giving remote guidance to field technicians? We decided to explore this further by doing user interviews (x6) and surveys (x30) with two user groups:

• Fields technicians. Who use support platform when they are experiencing a technical issue on a product they working on
• Remote experts. Who give remote guidance from their office, they aiming to make an issue efficient and be able to solve several cases at once.

The problem space

Lack of shared visibility

Both "field technicians" and "remote experts" respondants reported they were using phone calls or email as existing solution

result based and the lack of shared visibility when operating on complex machines was generating misunderstandings and more time for both participants to get on the same page.

Long waiting process

"Fields technician" respondants often use phone solutions and pointed out than they can stay on hold several minutes before to get connected to the right expert.

Same issues are being solved multiple times

Often technicians from the same company were calling for the same issues and time was lost as the case needed to be solved multiple times

Challenge

How might we create a shared visibility between support expert and field technicians to ease remote assistance processes?