Remote Support System Phased Interface Configuration
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Solution Overview
Problem
Users of smartphones often struggle to utilize advanced features due to unfamiliarity with configuration settings, leading to accidental deletion of important configurations or inappropriate settings, which can result in errors during remote support processes.
Innovation Solution
A remote system and method that includes a terminal, a remote server, and a support terminal, where the remote server acquires data from the terminal, sends operation commands, and displays a user interface in a phased manner to help users understand and perform configuration operations, reducing data traffic by using image IDs and character strings for screen information display.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If configuration commands are sent from server to user terminal to set client configurations remotely, then configuration efficiency is improved, but user understanding of operation methods deteriorates
Solution Approach 1:
The system creates a copy of the user interface screens that were operated during remote support, and displays them in sequential order on the user terminal. This allows users to review the exact screens and operations that were performed, preserving their understanding of the configuration process while maintaining efficient remote support.
2Manufacturing precision
If multiple phased operations are required to reach configuration on user terminal, then configuration precision is improved, but user comprehension burden increases
Solution Approach 1:
The system automatically segments the configuration process into multiple phases by capturing and displaying each screen in sequential order. This segmentation occurs transparently without requiring users to understand or manage the complexity themselves, as the system handles the breakdown and presentation of phases automatically.
3Measurement precision
If screen information is constantly transmitted to remote terminal for monitoring, then support accuracy is improved, but data traffic increases
Solution Approach 1:
The system extracts only the essential screen information that needs to be displayed for user reference, rather than constantly transmitting all screen data. By selectively capturing and transmitting only the relevant configuration screens in sequential order, the system maintains support accuracy while minimizing unnecessary data traffic.
Data Source
AI summary
A remote system and a remote operation method are provided, being capable of starting promptly and completing remote operation immediately for a user. A support server 100 acquires configuration information of a user terminal 10 in response to support request from the user terminal 10, receives remote operation from a supporter, the operation corresponding to support request sent from a support terminal 150, and sends remote operation received from the supporter to the user terminal 10 as a configuration command for setting configuration corresponding to the support request from the user terminal 10. The user terminal 10 sets configuration corresponding to the support request based on sent configuration command. Where the user terminal 10 conducts configuration corresponding to the support request based on the sent configuration command, the user terminal 10 displays a user interface in a phased manner to set the configuration corresponding to remote request.