The Allmer Companion simplifies frontline technicians' workflow by replacing multiple tools and information sources. It offers intuitive navigation, smart self-diagnosis guidelines, automatic report generation, and case documentation. Technicians can customize their AR glasses, access instructions, and use the AR headset throughout their workflow, enhancing efficiency beyond remote assistance.
Almer Technologies offers AR glasses that enhance communication through an integrated service ecosystem, merging hardware and software. These glasses display expertise directly in a worker's field of view, allowing remote problem-solving and minimizing downtime.
How it works?
A remote worker wearing the AR glasses shares their view with a global expert via an integrated camera. The expert can then annotate objects in real-time, aiding the worker as if they were physically present.
My Main Challenge
Design smooth remote assistance process with AR glasses
Design interactions with AR glasses
Design intuitive Assistance App
“It should be easy and intuitive as IPhone.
Technology which would mediate and calm down people.”
CEO, Sebastian Beetschen
Primary Research
Analyzing existing solutions
Understanding Customer Support
as a unite system
Defining + and - of remote assistance process
Analysis of Stakeholders
Defining + and - of the product
Interviews with Experts
Creating Persona
User Journey
Testings Findings
Expert Perspective and Hands-Free Operation
Users appreciate the expert's point of view and the hands-free capability provided to frontline workers, underscoring its utility in practical scenarios.
Visibility Issues
The screen edges are not visible to the user, which can hinder the full use of the display area.
Tool Functionality
While the pen tool is user-friendly, the absence of precise location tracking complicates its use, making it less effective than anticipated.
Detailing Challenges
It is challenging for users to point out or interact with small details within the AR environment, impacting precision in tasks that require fine interactions.
Content Display Limitations
Displaying information-dense content, such as documents, is problematic, as the screen struggles to effectively show detailed information.
Motion-Related Miscommunication
Movement by either the user or the remote expert often leads to miscommunication, suggesting a need for more robust stabilization and tracking technologies in dynamic environments.
Finilizing the research
Concept — RA Ecosystem
Developing an Integrated Remote Assistance Ecosystem
The solution for Almer Technologies was to create an ecosystem comprising the Companion App, AR Glasses, and Expert’s Platform. While the advantages for experts using the glasses are evident, they are less clear for frontliners.
My objective is to enhance the value of the glasses and app for frontliners, both during sessions with experts and in independent use. Thus Companion App should provide more functions helpful in fieldwork for frontliner and support control of glasses’ interface.
After extensive brainstorming, I have unified my concept for this remote customer assistance ecosystem, focusing on the following core points:
Solution’s core points
Almer Glasses UX
After extensive testing we made a conclusion that the functionality of the buttons on the head set should be as simple and straight forward as possible, to avoid friction during the remote assistance session.
