Problem
GE faced problems with faster servicing for customers and identifying the problem accurately for their appliances.
Impact
The new AR solution helped in reduction of problem discovery
Service engineers felt the tool very handy to solve customer problems and solved the problem of less staffing to give repairs
Figma, Unity
5 months
UX designer
UX design, Information architecture
Summary
GE is an appliance manufacturing company in the U.S
We are IU student team of a Unity developer, 2 3D artists and UX designer.
Principal engineer, Manager, Principal
UX designer
AR Smart home solution
Augmented Reality tool for on-site service repair and problem identification for Appliances using a Magic Leap AR headset.
Problem focus
The focus was on the Ice maker of the Refrigerator appliance as most customer complaints were on it.
Solution
GE was introduced with an on-site AR application to accurately identify the problem and then service step by step using the AR headset to reduce errors.
AR Smart home solution
Augmented Reality tool for on-site service repair and problem identification for Appliances using
a Magic Leap AR headset.
GE is an appliance
manufacturing
company in the U.S
We are IU student team of
a Unity developer, 2 3D
artists and UX designer.
Principal engineer,
Manager, Principal
UX designer
UX designer
3 months
Figma, Unity
UX design, Information architecture
Impact
The new AR solution helped in reduction of problem discovery
Service engineers felt the tool very handy to solve customer problems and solved the problem of less staffing to give repairs
Problem
GE faced problems with faster servicing for customers and identifying the problem
accurately for their appliances.
Summary
Solution
GE was introduced with an on-site AR application to accurately identify the problem
and then service step by step using the AR headset to reduce errors.
Problem focus
The focus was on the Ice maker of the Refrigerator appliance as most customer
complaints were on it.
Process
Explored pain points in current workflow and resolved issues in the new workflow.
Research
Ideation
Prototyping & Development
Reflections
1
Research
Current workflow
Pain points
Accuracy of the identification
of the problem
Recursive errors
2
Ideation
Refined architecture
New workflow
Insights
Faster problem identification
More visual stats about the
problem
Prototyping and Development
3
Pain points
Prototyping helped in faster
iteration for the mixed reality
solution
Prototyping helped in faster
development and solving
the right issues
Reflections
4
Mixed Reality involves a 3D spatial environment, requiring designs beyond flat screens to
consider user interaction with virtual objects in real-world contexts. Designing intuitive
MR interfaces is challenging, as it must account for gestures, voice commands, and eye tracking.
MR blends digital content with the physical world, so considering how virtual elements
interact with various real-world environments is necessary. This requires a deep
understanding of context, spatial awareness, and environmental variability.
Balancing the diverse objectives and interests of stakeholders, like business requirements, new tech,
user experience, and brand enhancement, to align with the goals of an MR project presents
a significant challenge.
Explored pain points in current workflow and resolved issues in the new workflow.
Pain points
Accuracy of the identification
of the problem
Recursive errors
Current workflow
Research
1
Reflections
Prototyping & Development
Ideation
Research
Process
Insights
Faster problem identification
More visual stats about the problem
New workflow
Insights
Refined architecture has step by step guidance for the engineer to resolve issues
Service engineer has the option to visualize the replaceable and non-replaceable parts
Refined architecture
Ideation
2
Insights
Prototyping helped in faster iteration for the mixed reality solution
Prototyping helped in faster development and solving the right issues
Prototyping and Development
3
Mixed Reality involves a 3D spatial environment, requiring designs beyond flat screens to consider user interaction with virtual objects in real-world contexts. Designing intuitive MR interfaces is challenging, as it must account for gestures, voice commands, and eye tracking.
MR blends digital content with the physical world, so considering how virtual elements interact with various real-world environments is necessary. This requires a deep understanding of context, spatial awareness, and environmental variability.
Balancing the diverse objectives and interests of stakeholders, like financial performance, technological advancement, user experience, and brand enhancement, to align with the goals of an MR project presents a significant challenge.
Reflections
4