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Overview
Problem
Solution
Research
Insights
Design
Impact
An interactive Self-Troubleshooting Augmented Reality Guide for homeowners. Case study by Somya Burman. Honourable mention, Ennovate'23. Thesis, M.Des 2021-2023.
Let's Consider — Anna's story of battery issues during a hurricane, reaching out to customer support, and the 30-40 minute resolution time.
What if the issue resolution is just one click away! Introducing an AR based self-troubleshooting guide to empower users to independently resolve issues.
Let's see How it works — In-app troubleshooting, ENHO visual in-app guide, AR Guide, and sticker sheets for physical devices.
Some Key screens — Visual cues to guide homeowner, device detection and assistance, step by step guide on Power Cycling Batteries.
A brief over the Background — New media design, AR/VR adoption rates, and industry adoption in manufacturing, healthcare, and retail.
Following the Double diamond design method — Discover, Define, Develop, Deliver phases with research methods and design outcomes.
How is the industry shaping with Mixed media reality — Healthcare, Automobile, Entertainment and Media applications.
Finding the Solution space: Troubleshooting guide — Immediate Problem Resolution, Enhanced Customer Experience, Operational Cost Savings.
Understanding the Stakeholders — Primary, secondary and tertiary groups including homeowners, customer support team, installers, and engineering team.
Insights from the Interview - Homeowners — Primary points of contact, time taken for resolution, challenges with customer support, gaps in information.
Insights from the Interview - Customer support team — Range of issues, primary contact points, self-resolution behavior, issue breakdown, common support queries.
How does the homeowner feel in the Issue resolution journey — Stages from System Functioning through Problem Identification, Analysis, Resolution to Post Resolution.
Scope for the Design intervention — Focusing on hardware-related issues that can be resolved by homeowners with proper guidance.
Existing channels for First contact resolution — Blogs and Articles, Online Communities, Product Manuals and Documentation with their drawbacks.
From the Homeowner perspective — Alicia George persona with goals, frustrations, needs, and empathy map.
From the CS agent perspective — Sourav Sharma persona with goals, frustrations, needs, and empathy map.
The contrasting Scenario — Alicia's side and Sourav's side of the story during hurricane season in Puerto Rico.
The guided Solution — Power cycling Enphase batteries with 5 major steps, illustrated representation of the process.
What's the Big picture? — 50,400+ calls reduced, 25,200+ hours saved, 15,120+ homeowners empowered. Autonomy, Empowerment, Faster Resolution.
A happy
Customer story
Customer story flowchart illustration

The solution can be extended for similar use cases such as Gateway not connecting, Microinverters not reporting, etc. which can be solved using AR troubleshooting guide.

30% of the issues for which the homeowners reach out to customer team can be resolved with this approach.

Thank you! Somya Burman receiving recognition.