Guided Repair Pattern
Use this pattern to support your customers in repairing their products with realtime guidance by one of your experts.
Watch the tutorial for this pattern
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The Guided Repair Pattern is part of the maintenance, repair and upgrade stage of the customer experience.
In the overview of his products, the customer looks up the product that needs repair. He then can either choose a component or pick from a list of problems that can be solved by customers themselves.
After choosing the component he wants to repair, the customer might be overwhelmed by the options and gets live video assistance by a mechanic. The manufacturer has listed several certified shops that provide that service. The customer goes for the one on duty and calls him up.
After connection is established, the customer uses the camera of his smartphone to get guidance from the mechanic. After hanging up, he gets a receipt for the payment of the service.
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Repairing products needs to become a familiar routine for customers. But some products are just too complex to perform DIY repairing without guidance.
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Making repair easy and convenient extends the life cycle of products.
