Problem
How might we support Amazonians through proactive measures so that an unexpected hardware failure can be avoided or mitigated.
Goal: Offer Amazonians a chance to take preemptive measures if problems are self-serviceable or navigate them to the proper help
Process
- We started off by understanding our problem space and the resources that we had at hand. Going in to the project, we knew we had access to a variety of computer telemetry data and had an initial idea of using that data to predict an issue a computer is having.
- We then conducted research with two user groups, IT support engineers and Amazonians, both through surveys and interviews. We found that Amazonians felt that a lot of their time was being wasted troubleshooting and not knowing whether an issue is self-serviceable or not. IT support engineers were frustrated because they had to meet handling quota, people coming in with issues that were self-serviceable, and needing to context gather on the spot.
- After our research, we began narrowing in on an idea of a prediction model that would take user device data and predict what is happening to their computer. This would mean that whenever a user is experiencing an issue, they would be able to press a button and run the prediction model. After the prediction comes out, users will be given a root cause prediction with articles to follow if the problem is self-serviceable or who to go to for help if the issue is not self-serviceable. We also were leaning towards a kiosk as our form factor which would host this interaction.
- We then had a meeting with our stakeholders and recognized that a Slack form factor may be more appropriate for our solution, as well as attempting to make a Slack bot that would send proactive messages regarding a potential issue a user may have.
My Contributions/Learnings
- Help the discovery and scoping of our project through drafting user surveys and interview scripts, to then helping conduct interviews
- Ideation regarding product form - creating digital mocks of what our product can look like on different form factors, mainly slack.
- Navigate the team through completing capstone assignments, making sure that they meet the rubric.
- Project direction and validation should come from testing
Team Contributions
- Scoping the project skill wise to ensure everything was doable based on the skill set we have as a team.
- Completing Capstone assignments
- Meetings and presentations with stakeholders regarding capstone progress.
Takeaways
Validation is important throughout your whole design journey and prescribing a form factor too early may impede on your progress.
Next Steps
- Refine the user experience of our Slack MVP through user testing.
- Connect the front end with the back end and model to have a working product.