• Ozmo /

  • Live Content Share

Ozmo

  • 🫡 role: Director of Product Design Led cross-discipline team across product strategy, research and design as a hands-on contributor.

    • ✅ User driven

      feature enhancement

    • 🌅 New

      Cobrowse capability

  • Short demo video of Live Content Share

💼 Case:

A picture is worth a thousand words. Not only do tech support agents benefit from seeing what the customer sees, but they also benefit from being able to communicate through visual references shared to the customer. How could Ozmo support this shared visual reference need?

⚠️ The problem:

While Ozmo's Remote Video feature enabled agents to effectively and easily see the customer's environment using their mobile device's camera, we continued to hear desired capabilities for the agents to share and walkthrough visuals with the customer.

🛠️ Process:

Broadband focused Discovery

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.

In particular we often heard "I wish I could SHOW the customer something on my screen", which represented a very intuitive and natural response to someone assisting someone else.

My team and I strategized a simple way to meet these needs by leveraging content and visual assets already available as part of Ozmo's library of support content and empowered agents to share them live with a customer.

View a detailed look at the Live Content Share work ↓

✅ Results:

Through research, user interviews, competitive analysis, and testing the product was able to expand in direct response to users' feedback.

  • Enabling the agent to live share and walkthrough a tutorial with the customer

Not only were agents able to use the customers back camera on their mobile device to see their physical space, but now they could share and stream their support content and reference visuals directly with the customer. This enabled to agent to highlight or point to things as they led the customer through a co-browsing experience.

  • The CSR Agent could markup and point to references in a streamed, co-browse experience.

This capability continued a trend from Remote Video of introducing true troubleshooting capabilities on top of the interactive reference material. The overall Remote Video offering led to a 300% increase in agent-user engagement.

✉ Contact me to discuss this product and work in more detail.

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Full feature walk-through:

Meeting user and buyers' needs

  • Introducing this capability as an addition to our Remote Video feature was a great example of where my team and I heard both the needs of our end users - agents and also their stakeholders.

    Content Share is available from within an active Remote Video session.

    The solution takes advantage of our existing tutorial and device tour content and not only enables agents to share it live during a Remote Video session, but also for them to markup the imagery - aiding them further in communicating more effectively with customers.

  • Enabling the agent to live share a device tour with the customer

    While the agent shares the resources they have available to them with the customer in this live video session, the customer is able to see the visuals and any demarkation made by the agent on their device.

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