Systems Design , UX/UI

Command Pro is a mobile and web platform supporting connected trail cameras and outdoor devices used in real-world field conditions. I designed a self-service troubleshooting system to help users diagnose and resolve hardware and connectivity issues independently, reducing operational load while supporting a complex hardware and software ecosystem.

Problem: Troubleshooting connected hardware was fragmented and inconsistent across device types. Users lacked a clear mental model for diagnosing issues, critical information was scattered across support channels, and device states were difficult to interpret in the field. As a result, users frequently escalated issues that could be resolved independently, contributing to high support volume and increased operational burden.

Solution: To address this, I designed a decision-tree–based troubleshooting system that mapped common failure paths across multiple device types. The solution combined a unified interaction and visual framework with simplified language and clear visual cues to help users build confidence while diagnosing issues in the field. Step-by-step flows were aligned with real hardware states and constraints, with standardized error logic ensuring consistency across devices. Throughout the process, I collaborated closely with engineering to validate feasibility early and continuously, ensuring the system could scale as new devices and failure scenarios were introduced.