Cate Silva 👋🏼
Product Designer, Developer and Technology Lover.
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Remote Assist^TM

The product team was seeking an opportunity to adopt the business to the new reality, switching from physical to online. By initiating user research, one would investigate the impact of the Remote Assist feature and uncover features customers truly value, their attitudes and intentions by focusing on their goals rather than their preferences.

Among the 20 recruited participants, 50% were female, and 50% were male—average income distribution ranging from 20K - 150K. Next, we analyzed interview transcripts data by identifying comments related to our research interests, forming clusters of group comments and themes.

Themes:

• Positivity & Enthusiasm
• Build Trust with Reviews
• Uncertainty
• RA could be seen as DIY
• Flat Charge vs. Membership

The research method facilitates theory development around how we can provide value to the user; here, there is any difference.

Some MVP Features & Scope:

• Secure meeting rooms
• Easy booking
• Internal chat
• Mobile Support
• Screen Sharing
• Appointment Management
• Chat & Customer Support
• Instant Remote Assist
• Checkout
• Notifications

Design Exploration

We stuck to short rapid design sprints internally with key team members throughout the project. After selecting the ideas to move forward, the next phase was to ideate some key user flows to validate them quickly with design thinking.

This work was primarily done using InVision, Invision Studio and Figma, as it suited the project’s speed and allowed to quickly get prototypes into people’s hands. Finally, the final hand-off animation to engineering in JSON file-coded format.

Exploration #1

The idea is essential and urgent information should attract attention; thus, the logo button, which is visually salient by contrast, shape and colour, was designed to open the actions menu; choosing an action from the menu causes the desired action/section to be displayed. Let's say the user selects remote assistance; then, they will be prompt to choose the service of the options by tapping on the screen.

Information related to the same task had been integrated within the same area, e.g. booking through the customer service department chat.

Exploration #2

In this version, the auditory sense is explored, the touchscreens are complemented with voice controls, which changes how people interact with the app. Some gestures are intuitive and easily learned, e.g. tapping, swipping to accept or reject we focused on making these interactions consistent throughout. The automated-attendant phone system answers calls and routes clients directly to the correct department without a phone operator.

The client initiates remote assist, then the auto-attendant greets the caller and provides directory assistance by asking the customer to select the service from the options, e.g. heating, cooling, electrical, etc...If the client answers, for example, "Electrical," dials the first available support agent. If the client doesn't answer, it repeats the message. If no support agent is available, the user can schedule a session for a later time.

By presenting some details and actions in an auditory manner, these designs aim to reduce information processing. In addition, there's an effort to support top-down processing, e.g. straightforward video calling that helps quickly make sense of the virtual experience.

Other Scenarios

What's more, the auto-attendant also supports peak call hours while callers are in queue, besides plays hold music while callers are on a brief hold. Every time I was put me on hold, the experience has been just like dealing with traffic - frustrating! - so I tried to use the experience to reaffirm the brand and make an experience users relate to.

Splash Screen

As a product designer, I worked on the splash screen to offer an immediate feedback that the app has started and set the tone for the rest of the user experience. My goal was to keep the design simple, bold, and visual and no longer than 3 seconds.

App Intro Slider

To orient people to the app's primary purpose, we (product team, inclusive content copywriters) added an intro slider to provide concise information about the functionality app, which the user can skip by tapping "Get Started" with branded illustration to aid the user in visualizing the narrative.

Screenshots