Live troubleshooting for faster issue resolution (Support app Part 2)
Business impact
Creating a seamless digital troubleshooting experience for faster issue resolution.
tracking instalation progress on site level
adding/managing gateway devices, obtaining accurate gateway location post-installation
Context
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User
‘Multisensor‘ device has 2 red (urgent) and 2 /orange issues
once issues are resolved, app displays that all of the 500 of installed devices have been installed successfully
once issues are resolved, all ‘Multisensor‘ devices show as installed successfully
1. Live troubleshooting
Device set up verification, issue identification
live overview of all identified issues during a troubleshoot
specifies what type of issue and how to fix it
for e.g. ‘Temperature is 0. Multisensor is faulty and must be replaced.‘
Types of identified issues
The identified issues are categorised by urgency:
’icon’- red urgent, must fix
‘icon‘ organge triangle- warning
‘icon‘ green- success
‘icon‘ flag- is a way to flag, mark issues that user is not able to resolve and need additional support with.
icons- Figma
dark mode? Figma
4. added comment and found issues are displayed under device ‘Multisensor 304‘
3. select issue and add a comment (optional)
2. informational message to let user know that all found issues associated with the same device will be grouped together
2. Issue flagging
In case a particular issue can not be resolved by the installer themselves, they are able to ‘flag‘ it and continue work. Then later receive additional support to help resolve it (whether online, via a phone call or in person visit).
1.. click icon to flag an issue that can not be resolved
User impact
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3. Site sign off
Progress chips, ability to track site’s device installation progress, introducing status chips (Not started, In progress, Complete, Signed-off). Ability to see live number of devices Offline/Online.
Location/ coordinates
Add gateway devices/
Concept
Building onto Support App redesign (Part 1) while introducing site progress tracking, live device troubleshooting, gateway installation and location coordinate /, ability to sign-off site via the app.
Other considerations
Error handling
Improved usability, simplyfied/ elevated user experience.
Dark mode
Accessibility, better colour contrast
Decision
Approach
Flagging. Future consideration
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