AI Powered feature : Teamviewer
Hello there đź‘‹
This is a design task that I have worked on as a part of my interview process at Teamviewer.
This project aims to introduce a new AI-powered feature : Cyra on the TeamViewer platform designed to support users facing various problems in life.
This AI feature will provide real-time visual assistance, enabling a guided support in remote scenarios
The objective is to enhance accessibility, efficiency, and accuracy in remote environments, empowering users to resolve technical, medical, and operational challenges with the help of advanced AI
Lets talk about our user.
Who is our user?
George is a busy executive at a multinational corporation. His demanding schedule often requires him to travel for business trips and meetings. At home, George values efficiency and convenience, relying on modern appliances to save time. He recently purchased a Bosch washing machine to simplify his household tasks, but he doesn’t have much time or technical expertise to deal with any appliance-related issues. He needs reliable solutions that help him solve problems quickly
What are their needs?
George, being a busy professional, needs a quick, self-service solution to fix his Dishwasher without technical expertise, minimizing delays in his daily routine and allowing him to focus on more important tasks, such as preparing for his business trip
What are their painpoints?
George wishes to fix this issue immediately before the business trip
He doesnt have mindspace to look for the solution and coordinate with customer support
He wish somebody can help resolve this issue with more understanding on the situation
Whats the Goal of Design?
Create an AI-driven troubleshooting solution that enables to easily diagnose and resolve the problem by providing step-by-step guidance in real-time without requiring technical expertise or customer support, allowing the user to focus on his life with minimal disruption
How will the feature benefit the business?
By reducing human intervention, it will save both time and cost for trouble shooting support
Provides better customer satisfaction, with more retention rate on customers
How can we measure the success of design?
Adoption rate on this solution
Customer satisfaction score increases
Reduction in resolution time of the issue
Reduction in user error rate in identifying the problem
Reduction in customer support calls
Hypothesis
Identifying the right problem with proper details can resolve the issue at the earliest with or without technical support by step by step guided solution
Identifying the right problem with the more details can help the technical support team to understand the problem to find the quick resolution
Identifying the right problem with monitoring and guided access can enable the user himself solve the problem
Pillars of Design
Teamviewer Ai : Teamviewer can use the existing technology of remote access, diagnosis to service the B2C customers which can be a new revenue model for the company as well
Users : Users will get a personalised experience with quick resolution time and more peace of mind
Specialised Technicians / Tech support : Other business can use this technology for the tech support with faster resolution time and better customer experience
Assumptions
Users has used the device/machine before : ie, dishwasher
Users will be using this feature when they are near to the device/machine
Cyra can be a stand alone app or an widget in other service apps
Users are keen to solve the issue online rather than wait for technician to arrive offline
Users are keen to solve the issue online rather than wait for technician to arrive offline
Next steps to consider
Check the feasibility with tech team on the concept
Carve out an MVP from the concept which can be implemented in 3 months time with the PM
Create delivery milestones with delivery outcomes with the PM
Create measures to validate the design success with analytics and PM team, Implement UXCam, Or set up for Hot-jar recordings