Pervacio Diagnostic Suite

A. Diagnostics In-store testing

Guided, step-by-step hardware testing associates can run in front of the customer.

B. Trade-in Valuation

A flow that assesses a device and returns a trade-in value in-store.

C. Device-switch Data transfer

Moving a customer's content from an old device to a new one.

D. Device wipe Secure erase

Certified data wipe before a device is traded, resold, or recycled.

E. App loader Provisioning

Bulk-loading approved apps and content onto devices before handoff.

A. The background

Increased complexity in smart phones has led to increased customer returns on the basis of remorse, and No Trouble Found (NTF) device exchanges, which cost carriers and OEMs hundreds of millions of dollars annually. Troubleshooting devices in a retail setting is not a favored approach by frontline sales as it is time-consuming and does not generate commission. As a result, frontline reps process warranty exchanges to keep customers happy when they complain about device performance issues. 80% of the cases in which a warranty exchange is processed by the frontline, there is nothing wrong with the device hardware or software. Instead, there is simply a perceived issue which can often be resolved by updating to the recent firmware, clearing out or reducing the number of applications running, removing some data content or ensuring full battery charge.

T-Mobile set a goal to reduce No Trouble Found device returns as an opportunity for process improvement and cost reduction.

B. The challenges

The issue is that most electronics retailers or mobile carriers lack either a sophisticated diagnostics triage proposition to help consumers better interpret perceived device quality issues, or a scheme capable of providing point-of-sale, walk-out-working solutions. Crashing, frozen applications, poor battery life and DIY misconfiguration are among the top reasons for devices being returned prematurely, but these problems remain serviceable at each touch-point throughout the customer care lifecycle, be that at a physical store location, in a call center or self-served on-device. Unfortunately, most sales agents typically lack the technical knowledge or service skills needed to diagnose devices correctly. In the face of an ever-fragmenting product base, the retailer or device manufacturer is left in the position of having to accept returned devices prematurely, increasing the cost of inventory and eroding consumer confidence in the process.

C. The approach

The Diagnostic tool is a customer facing, frontline rep-assisted experience that allows both automated and manual tests to be run on a customer device to identify and resolve performance issues. It reads and displays the device IMEI, identifies whether the most current firmware is loaded, and can validate whether or not there is any trouble found with the device software.

After automated diagnostics are run, Retail Diagnostics provides a summary for the rep to review with the customer and offers the ability to run additional manual tests, like checking the LCD screen, front and back camera, etc. It also offers solutions to any identified issues, such as low storage space or performance issues due to applications. It is able to flash devices back to factory settings and update to current firmware versions. When diagnostics are complete and the rep has finished reviewing resolution options.

D. The solution

• Address ‘No fault found’ device returns
• Minimize the number of parts entering the supply chain
• Increase opportunity for device repair and resale
• Meet with consumer pressure for data security & regulated disposal
• Consolidate tools and capabilities in one interface
• Reduce the cost of training and maintaining a skilled workforce

E. Final product Troubleshooting

E. The result

From the two market pilots, utilization rates were in the mid 60% range, which resulted in deflecting about two million No Trouble Found devices from being returned. This equates to rough savings of over $200M. As a result, the decision was made to roll Retail Diagnostics to all retail locations and deployment to 2,000 locations began.

A. 56-device layout

B. Interface

Simplify the process of completing device tests through intuitive testing workflows.

Device physical damage check can be performed easily, with advanced, illustrated images.

The tool detects devices automatically so operators can print a label for each device simply by connecting it to the tool.

If human input is necessary for defining certain information, operators will be asked simple questions.

Device GUI is designed to be simple and intuitive, so even non-native English speaking operators can perform the tests.

C. Dashboard

Powerful and well-organized dashboard reporting for workstation, platform, and operator performance.

D. Admin setting

Manage and load content to support diagnostics by allowing the customer to load content that will be used by the operator to support servicing customers.

E. Operation user guide

The Guidebook provides detailed assistance of the system for the warehouse operators.

F. Sales promotion flyer

The client Asurion, LLC

Asurion, LLC is a privately held company based in Nashville, Tennessee that provides device protection and support services for smartphones, tablets, consumer electronics, appliances, satellite receivers and jewelry. The company's services are sold through mobile phone carriers, direct broadcast satellite service providers and retailers.

Customer story & objectives

Final design

The shipped agent on-boarding experience.