Enabling TeamViewer users for remote support beyond the computer.
We set ourselves the goal to let users of TeamViewer provide remote support beyond the computer — right from inside a TeamViewer session.
This feature complements the user journey of a TeamViewer session and enables supporters to request an augmented session from the person they are supporting. By providing the feature as part of a trial license this created an additional sales thunnel for leads.
Around 60% of 260 professional TeamViewer users surveyed confirmed that the changes they make one a remote computer during a TeamViewer session leads to observable outcomes in the real-world (e.g. a machine starting to function).
It's this insight that confirmed our motivation to extend TeamViewer's session creation and session user journeys.
Results of survey participants describing themselves as professional users.
TeamViewer already enables users to provide & receive real-world remote support with Assist AR, an AR-enabled remote support app. But up to this point there was no direct connection from a TeamViewer session to a session for remote support in the real-world.
The user flow of the feature covers the supporter aswel as the supportee.
The complete interaction flow with all steps and dependencies.
The user flow of this feature stars with the supporter requesting an augmented session from the supportee.
The supportee gets prompted to scan a QR code with his mobile phone. The QR code either leads him to the app store to download the app or directly initiates the augmented session.
Once the session was established the supporter now can get a visual of the context through the video stream of the supportee's smartphone camera.
For users that started a trial of the license required for this feature I wanted the core idea of remote support beyond the computer to be conveyed as clearly as possible.
An animation communicating the core idea of the feature.
