Device diagnostics

The challenge

Carriers and retail operators face problems diagnosing the working condition of faulty items and the re-sale value of returned devices.
For immediate issue resolution, in preparation for repair, or to gauge the re-sale value, the sheer breadth of available devices means that many lack a reliable, centrally-maintained resource to accurately image an evaluative snapshot of a device’s condition.

Traditional methods

Traditional device triage requires the diagnosis and subsequent corrective measures to be made in-store, with a store representative using an available wired connection. Customers have to wait not only for the next available rep, but also, in many circumstances, for access to the finite, in-store wired resource to complete this transaction.

The approach

The goal for this project was to find a way to remotely triage malfunctioning devices to help solve the problems faced by customers, while reducing the cost to the retail store companies.

2-day design sprint with Sprint UX team

For this project, we conducted a 2-day design sprint with the Sprint UX team. Our PM and UX team, alongside Sprint’s PM and UX team, collaborated closely. Given that Sprint was our initial client for the device diagnostic app, this collaborative effort was crucial. Together, we envisioned the user flow, features, and user journey, ensuring alignment and creating a cohesive vision for the app.

User flow / user journey

The solution

Remote Care Diagnostics from Pervacio provides consumers with instant access to agent-guided remote device diagnostics. The on-demand and immediate nature of this approach means that consumers get the assistance required, when and how it suits them best, without compromising on the level of service they receive, and all without being forced back into the retail store channel.

• Drive first call support and issue resolution across to the lower-cost remote service channels
• Avoid unnecessary battery replacement and repair of returned devices
• Quickly identify the root device fault
– Resolve inline with customer
– On-board and educate to correct future persistent user issues
• Build trust, brand confidence and improve experience at each delivery point and throughout the customer lifecycle
• Provide diagnostic reporting across current inventory to support future procurement activity
• Integrate store, contact center and self-service activity with repair centers

Wireframe l Flow charts

Typograph

The Aileron font family is Pervacio’s corporate font. Aileron is a modern, simple font, suitable for both headlines & body text Based upon Helvetica, the font draws inspiration from Univers – one of the first 20th century typefaces to fulfill the idea that a typeface should form a family of consistent, similar designs.