Augment Reality App for Service Engineers

Elevating customer service

Brief

Leveraging augmented reality and integrated visual content, we helped elevate service engineers’ performance and service effectiveness of a global medical device manufacturer.

Scenario

A global medical device manufacturer was asked by its customers to reduce the time it takes to do preventive maintenance to meet the growing demand of serving critical patients. The preventive maintenance was a mandatory activity and was performed in specific sequence to ensure regulatory compliance. The in-depth study revealed that excessive time of the service engineers’ was spent on manually going through the procedural information on their laptop.

Ethosh Approach

After assessing the service engineer’s actions and knowledge, it was mutually decided to leverage augmented reality-based technology, and integrated visual content to speed up their activities. The user experience was designed to ensure comfort and convenience of the service engineer.

  • Domain: Medical device
  • Services: Strategy & Design, Immersive, Content Production
  • Persona: Customer Service Experiences

Solution

Benefits

After assessing the service engineer’s actions and knowledge, it was mutually decided to leverage augmented reality-based technology, and integrated visual content to speed up their activities. The user experience was designed to ensure comfort and convenience of the service engineer.

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