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Earlier Work
05
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Earlier Work
Before
After
Business Challenge
Mobile devices are becoming more complicated and driving an increase in customer technical support calls.
Strategic Approach
Transition current Device Help app from a topic search model to proactive advisor.
Design Solution
Low-friction effort, shortest path/automation to the best solution, quick-glance layout.
Solution Features
Background diagnostic monitoring.
Intelligent recommendations/alerts to improve device performance.
Facilitated troubleshooting to teach users how to resolve issues themselves.
Tutorials focused on key call driver issues.
Quick visibility/access to key controls: Connectivity, Apps, Battery.