iOS, Web, and VisionOS
The Restart Device project was developed as part of the Apple Support iOS and VisionOS apps and the Get Support website. The goal was to empower customers to troubleshoot and resolve issues on their own devices, reducing the need to contact Apple Support advisors. This feature addresses common problems, like sound or camera issues, by guiding customers through restarting their device, which often resolves such issues.
When we first received the project brief, this project was aimed to create multiple reusable settings across our Support App experience, and would also utilize a new adaptive content technology where the platforms could detect the customer's device and serve up the relevant content.
The customer problem to solve was: customers read support articles but then have to navigate complex settings architecture to locate relevant screens. How can we solve this issue of customer confusion by deep link the customer to the screens from the Support App or serving up relevant context to their device.
The use cases we focused on were: iCloud Backup, iCloud Photos, and Restart Device.
Due to resource constraints, we decided to focus our energy on one use case: Restart Device which we knew from our data analytics was a common solution to a multiple of support topics. Based on our project requirements of needing this component to be modular, adaptable to different places in the support app, and informative, I created different iterations so we could test the component.
Another key requirement that came from these designs was the need for a follow up modal to understand if the suggested setting, in this case restart, solved the customer's issue. Below are iterations of the feedback experience:
Due to resource constraints, we decided to focus our energy on one use case: Restart Device which we knew from our data analytics was a common solution to a multiple of support topics. Based on our project requirements of needing this component to be modular, adaptable to different places in the support app, and informative, I created different iterations so we could test the component.
Due to resource constraints, we decided to focus our energy on one use case: Restart Device which we knew from our data analytics was a common solution to a multiple of support topics. Based on our project requirements of needing this component to be modular, adaptable to different places in the support app, and informative, I created different iterations so we could test the component.