AR Device Support Workflow for Retail Maintenance
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Retailers face challenges in maintaining and supporting various electromechanical devices due to staffing shortages and high turnover rates among support personnel, leading to revenue loss and customer dissatisfaction when devices are unable to function properly.
Innovation Solution
An Augmented Reality (AR)-based device diagnostic system that identifies error codes, generates animations for physical manipulations to resolve issues, and renders these animations within a live video feed on a mobile device, guiding support personnel through step-by-step workflows for maintenance and troubleshooting.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional support staff training and manual procedures are used, then support personnel can perform maintenance tasks, but the training curve is long and turnover is high
Solution Approach 1:
The patent creates virtual copies of physical devices through 3D digital models that can be manipulated and examined without handling actual hardware. Support personnel can practice maintenance procedures on these virtual replicas, eliminating the need for extensive on-the-job training with real devices.
Solution Approach 2:
The patent replaces physical manual procedures with automated virtual reality simulations and augmented reality overlays. Instead of learning mechanical procedures through repeated physical practice, technicians interact with digital twins that guide and simulate maintenance tasks, reducing training time while maintaining skill acquisition.
2Productivity
If more support staff are hired to handle increased demand, then device support capacity increases, but staffing shortages and high turnover rates persist
Solution Approach 1:
The patent implements self-service capabilities where devices communicate their own status, diagnostics, and maintenance needs automatically. The system performs self-diagnosis and guides technicians through required actions, reducing the burden on support staff and allowing existing personnel to handle more devices effectively.
Solution Approach 2:
The patent performs preliminary diagnostic actions automatically before technician arrival. The system pre-identifies issues, prepares maintenance procedures, and queues tasks, so when support personnel arrive, they can immediately begin resolution rather than performing initial diagnostics, increasing overall support capacity.
3Ease of repair
If complex manual troubleshooting procedures are used, then device issues can be resolved, but support workflows are inefficient and time-consuming
Solution Approach 1:
The patent implements continuous feedback loops where the system monitors device performance, automatically diagnoses issues, and provides real-time guidance to technicians. The system learns from each interaction and refines its diagnostic algorithms, continuously improving workflow efficiency while maintaining ease of repair.
Solution Approach 2:
The patent performs preliminary diagnostic and troubleshooting actions automatically before technician intervention. The system pre-identifies the root cause, prepares step-by-step repair instructions, and even pre-orders replacement parts, allowing technicians to focus solely on execution rather than diagnosis, significantly reducing resolution time.
Data Source
AI summary
A managed device associated with an error code is identified. An animation associated with physically manipulating a component and parts of the component for the managed device is generated. The animation representing a workflow for resolving the error code. A live video feed of the managed device and the physical surroundings of the managed device is presented within an Augmented Reality (AR) interface on a mobile device operated by a support person. The animation is rendered over a portion of the live video feed for the support person to view while following the workflow and physically manipulating the component and parts of the managed device to resolve the error code.