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Ozmo /
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Remote Video
Ozmo
💼 Case:
Ozmo was actively seeking out market growth opportunities and one logical adjacent vertical to Telecom was Broadband-IoT. In order to successfully expand our product offering into the space, I led a Discovery effort including competitive and market analysis, user interviews and context inquiries.
⚠️ The problem:
In addition to Ozmo's robust, typical device and screen based support, agents working with IoT devices in tech support scenarios needed to see the customer's environment to aid with device placement and connections.
🛠️ Process:
Broadband focused Discovery
To arrive at our solution, I led my team through a wave of Discovery identifying this new potential feature that could aid agents in the broadband vertical.
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CSRs provided input into their needs
As we listened to our agent users in frequent 1-1 user research initiatives, we amassed a layered perspective of their environments, challenges and needs.
Understanding that agents in the broadband space are more often getting involved in the customer’s physical space - unplugging routers, suggesting placement changes for improved signal and even asking customers what lights are in fact on or blinking, we settled on a straightforward solution that we could layer into our existing product - a browser based remote video solution that would make use of the customer’s mobile camera.
View a detailed look at the Remote Video work ↓
✅ Results:
Through research, user interviews, and competitive analysis, a lightweight, browser-based solution was envisioned and implemented resulting in an ability for Ozmo to expand into a totally new industry vertical.
At launch it became one of Ozmo's first genuine troubleshooting capabilities, shifting the product from passive reference toward active problem resolution - enabling Broadband CSRs to see the physical environment of their customers. This led to a 300% increase in agent-user engagement.
✉ Contact me to discuss this product and work in more detail.
Full feature walk-through:
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Quickly starting a Remote Video call and on the right, some helpful tips to setting up a customer.
My team and I performed research and a competitive analysis and subsequently envisioned a simple, straightforward solution that wasn’t overloaded with features - but in fact met the needs of our users more precisely than our competitors.
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These views depict what the customer sees as they join the session.
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These views depict the states that an agent will see as the customer joins.
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Within Remote Video, agents can markup the video and capture text - shown on the right.
This new Remote Video capability needed to exist within and across our agent-facing product, function without forcing a customer to download an app, and additionally enable the agent to capture text and markup what they were seeing for the sake of the customer.
Continued efforts
Beyond shaping and designing the feature, my team built training materials for the feature, crafted demos and told stories to help ignite sales of this first-of-its-kind capability at Ozmo.
Today, more and more customers have subscribed to and are using our Remote Video feature, enabling net-new revenue from a new industry vertical. With continued customer engagement, the feature is continuing to evolve, further enhancing it with additional capabilities that meet real needs of agents.
Live Content Share
An additional feature layered into Remote Video Support is Live Content Share. It empowers an agent to share Ozmo's content live in a co-browsing format with the customer. The agent in this scenario could use a tutorial or explore an image of the exterior of a device together with the customer in a co-browsing format.
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Content Share is available from within an active Remote Video session.
→ View a deep dive on the Live Content Share feature.