Visual & Interactive Service Aid on iPad

Accelerating issue resolution  

Brief

By designing a digital toolkit made compatible on iPad, we helped a global life science lab equipment company to increase their service engineers’ effectiveness.

Scenario

A global life science lab equipment company was dealing with longer issue resolution and preventive maintenance time, resulting in customer satisfaction issues and higher service cost. A comprehensive study attributed this situation to two key reasons:

  • Excessive time was spent looking for the relevant information during service calls
  • Lack of available resources and knowledge to address issues

Ethosh Approach

After profiling of the service engineers and their duties, we proposed a digital toolkit made compatible with their iPads. We also suggested the transformation of their legacy technical information into visual content that can be accessed through an intuitive searchable platform.

  • Domain: Power Equipment
  • Services: Dx Strategy & Design, Content Production, Interactive
  • Persona: Customer Service Experiences

Solution

Benefits

Accelerated issue resolution time significantly

Lowered time spent by the engineer on preventive maintenance

Improved customer satisfaction

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