Business Need
The business had a need for better guided repair solutions for both training and on-the-job support. Virtual trainers and support personnel experienced challenges supporting various remote locations without the ability to travel. Individual stores were forced to turn away repair jobs simply because no one at the location felt qualified enough to perform the repair. The business needed better solutions to connect individuals across multiple locations and more options for guiding new technicians through more difficult repair processes.
My team developed and launched a suite of augmented reality technology solutions for in-home and in-store support of frontline repair technicians. AR provided a new level of support and guidance that was previously not possible. From guided repair solutions to training and quality control, AR improves the way repair work is done.
My Role
As a product manager and technical lead, I was responsible for overseeing the development of several AR solutions aimed at providing on-the-job repair support.
- Explored various solutions including light projection, headmounted units, and handheld device AR
- Designed prototypes to fit specific needs and solve business challenges
- Advised stakeholders on best use cases for AR technology
- Coordinated a team of developers, content writers, instructional designers, and creative professionals to bring these solutions to life
- Gathered feedback and shared the potential value of AR experiences
Effectiveness
- Provided hands-free access to job aids and schematics
- Connected remote, decentralized workers with virtual trainers to provide scalable ongoing support
- Leveraged computer vision and infrared technology to allow for early detection of overheating batteries and other safety events
- Introduced the ability for repair technicians to capture and submit photos and videos for quality control
- Helped standardize repair processes and improve overall quality
Apple AR Kit samples used for training. The QR codes pictured below work on Apple devices only.
