AR instructions
for remote technical issues resolution

CareAR Instruct® solution started as a business need to unload technical support agents and filter simple requests from those, which require subject matter experts (SME) attention.

Role:

Product Designer at CareAR® (contract)

Activities:

Research, UX&UI design, Prototyping, User testing

All designs, concepts, materials, and solutions presented in this case study are the exclusive property of CareAR® and are protected under applicable intellectual property and copyright laws. The content is displayed solely for informational and portfolio presentation purposes to demonstrate professional experience and capabilities. Any reproduction, distribution, or reuse of this material, in whole or in part, without the express written consent of CareAR, is strictly prohibited.

The problem

Field technicians and end-users faced long wait times when troubleshooting device issues - often requiring on-site support for problems that could be solved remotely. The goal was to reduce reliance on live agents by giving users the right guidance, in the right moment, through AR-powered step-by-step instructions.

Research

To solve this, I needed to deeply understand the technicians' environment - their frustrations, mental models, and the moments where things broke down. I conducted interviews with product owners and field technicians, mapped existing troubleshooting workflows to identify where live agent dependency was highest and researched competitors in support space.

Solution

The core flow I designed enables users to seamlessly interact with devices by scanning a QR code or the device itself. This process identifies the device and automatically launches a tailored set of instructions. The primary instruction types include: 3D Product Tour - an interactive overview of the device's components and features; How-To Instructions - step-by-step guidance for completing specific tasks or setups; Troubleshooting Guides - clear, intuitive solutions for resolving common device issues.

Some design details

Results

drop in support tickets

0 min

avg resolution time