Zoho Lens

Zoho Lens is an augmented-reality remote support tool used to help field technicians to resolve end-user problems remotely with the help of augmented reality.

Problem

Field technicians often face complex challenges that require immediate and effective solutions. Traditional methods of support, such as phone calls or text-based instructions, often fall short in conveying the intricate details needed for troubleshooting. This results in prolonged downtime, increased costs, and frustration for both technicians and customers. Recognizing this gap, we set out to develop a solution that could provide real-time, visual guidance remotely.

Understanding Our Users

To create something really helpful, I first needed to dive deep into what our technicians faced every day:

Talking to Technicians: I sat down with them to hear about their struggles and what would make their jobs easier.
Review Forms: I sent questions to a bunch of technicians to get a bigger picture of their needs.
Watching Them Work: I spent time watching them on the job to see the problems in action.

What I learned was clear: they needed a way to show a problem to experts from anywhere and get visual help right on the spot.

Building the Tool

I started sketching and then making digital designs of how Zoho Lens could work:

Quick Sketches: I drew fast sketches to get our ideas down.
Digital Wireframes: I made detailed designs on the computer to show where everything goes on the app.
Clickable Prototypes: I built a version of the app that technicians could try out to see how it feels.

In every design, I kept things simple. The app had to be easy to use, even in stressful situations.

User Testing and Feedback

User testing played a crucial role in refining Zoho Lens. We conducted multiple rounds of testing with field technicians, using their feedback to make iterative improvements. This involved:

Usability Testing: Observing technicians as they used the prototypes to complete specific tasks, identifying any usability issues.
Feedback Sessions: Gathering qualitative feedback on the app's functionality, interface, and overall user experience.

This feedback loop ensured that the final design was not only user-friendly but also effectively addressed the real-world challenges faced by technicians.

The Results

After launching Zoho Lens, we saw some awesome changes:

Faster Fixes: Technicians solved problems 30% faster, cutting down wait times for everyone.
Better First-Try Fixes: The number of issues fixed on the first try went up by 40% because of the clear visual instructions.
Happier People: Satisfaction scores from technicians and customers jumped by 50% thanks to quicker, smoother problem-solving.

Conclusion

Designing Zoho Lens was a journey that emphasized the importance of deeply understanding user needs and continuously iterating based on feedback. The success of Zoho Lens in transforming remote technical support underscores the power of user-centered design in creating solutions that not only solve practical problems but also deliver a seamless and intuitive user experience.