Mobile Remote Support Service, VIVAR
An enterprise-type remote support service using augmented reality technology and video call
01. Project Brief
What I Accomplished
- Designed the holistic experience from concept to the final product: iOS/Android mobile, tablet and web admin dashboard
- Delivered all design screens and assets on time on a tight deadline.
Problem Statement
There are times when a simple tip from colleagues or experts might help solve a problem instantly, but they're not always around.
"Could there be an effective way to communicate with them, maybe, with the power of AR?" Thus, VIVAR came up with this idea.
02. Project Goals
The app enables remote technicians to provide real-time assistance to customers by using augmented reality technology. The goal is to create a seamless and intuitive user experience that makes remote support efficient and effective.
Improved Efficiency
AR technology and real-time collaboration streamline troubleshooting, reducing resolution times and minimizing the need for on-site visits.
Cost Savings
By resolving issues remotely, companies can reduce travel costs for technicians and minimize downtime for customers.
Scalability
An enterprise remote support service can handle multiple support requests simultaneously, allowing technicians to assist customers across different locations.
Knowledge Sharing and Training
Recorded sessions and documentation created during support interactions can be utilized for training purposes, enabling knowledge sharing and improving the skillset of support staff.
Enhanced Customer Experience
The visual guidance provided through AR overlays and annotations helps customers understand instructions more effectively, leading to faster issue resolution and increased satisfaction.
03. Research
Research Methods
Market Research
Analysis
Customer Interviews
Prototype Testing
Information Architecture
Market Research
Personas
For John:
The app should have a simple and intuitive interface that does not require technical expertise to use.
Video conferencing tools should be easy to access and use, with clear instructions provided to users.
The app should include augmented reality technology to assist technicians in diagnosing and resolving technical issues remotely.
The app should allow John to monitor the support session and ensure that the issue is resolved before closing the
support request.
For Sarah:
The app should have a simple and intuitive interface that does not require technical expertise to use.
Video conferencing tools should be easy to access and use, with clear instructions provided to users.
The app should include augmented reality technology to assist technicians in diagnosing and resolving technical
issues remotely.
The app should provide real-time technical assistance to troubleshoot any issues that arise during the setup process.
The app should have a feedback and review system that allows Sarah to provide feedback and rate the quality of the technical assistance she received.
User Problem
Technician has a hard time diagnosing the issue without being physically present
The user problem that the AR remote support video chatting app aims to solve is the difficulty customers face in getting their technical issues resolved remotely, especially when it comes to physical products. Similarly, remote technicians often have a hard time diagnosing the issue without being physically present. The AR remote support video chatting app aims to bridge this gap and make remote support more efficient and effective.
04. Key Solution
Augmented Reality Technology
The app use AR technology to enable remote technicians to see the issue through the customer's phone camera and provide real-time guidance.
User-Friendly Interface
The app has a simple and intuitive interface, making it easy for users to access features and navigate the app.
Annotation and Drawing Tools
The app has annotation and drawing tools to allow remote technicians to highlight and annotate the issue on the customer's screen.
Real-Time Communication
The app has real-time communication capabilities, enabling customers and technicians to communicate seamlessly during a support session.
Overall, an enterprise remote support service leveraging augmented reality technology and video calls brings efficiency, effectiveness, and improved customer experience to remote troubleshooting and support operations.
05. Design
Design Style Guide
Simple and Intuitive Interface
The app should have a clean and simple interface that is easy to navigate.
Consistent design elements: The app's design elements should be consistent throughout the app to provide a seamless experience.
Use of Appropriate Colors and Typography
The app should use appropriate colors and typography that are visually appealing and easy to read.
Clear Labeling of Buttons and Icons
All buttons and icons should be labeled clearly to ensure that users understand their functions.
05. Final Design
Features of VIVAR
Messaging / AR Drawing
Make a VIVAR Call when
in trouble
Live View
Share your live view to solve a problem
Sharing Multi-contents
You can also share images and URL links for more efficient communication.
Messaging / AR Drawing
Messaging helps when verbal communication isn't working properly in a noisy environment or complicated text information is needed.
Draw real-time pictures on the camera screen for clearer and more intuitive communication.
Direction Guides / Flashlight
Send arrow icons accompanied with preset texts to clearly show your colleague how to hold the camera for you to get a better view.
You can change brightness to see better with the direct flashlight control from the app.
Share and communicate on the spot through video calls.
Combines augmented reality and video calling technology.
It enables an easy and efficient collaboration between people from different locations
VIVAR App Guide Website
User statistics
You can check the members' usage statistics. You can change the settings for the data for all the members or a specific member that will be shown by time zone, date, or month. The results are displayed in graphs and table formats and can be exported to an Excel file as well.
06. What I learned
Throughout the project, my main goal was to create a user-friendly interface that would engage users and enhance their chatting experience. To achieve this, I conducted user research to understand the needs and preferences of the target audience. I then used this information to create user personas and scenarios, which helped guide my design decisions.
Working closely with the development team, I ensured that my designs were technically feasible and could be implemented in the final product. I collaborated with the team to resolve any design or technical issues that arose during the development process.
As a result of my efforts, VIVAR's user engagement and retention increased significantly, and the app received positive feedback from users. The project helped me hone my skills in UX/UI design and strengthened my ability to work collaboratively with developers and other stakeholders.