Command Pro Troubleshooting Wizard
A self-service troubleshooting system for Command Pro's connected trail camera ecosystem. Designed to help users diagnose and resolve hardware and connectivity issues independently, reducing operational load at scale.
Problem
Troubleshooting connected hardware was fragmented across device types, with no clear mental model for users to diagnose issues independently. Critical information was scattered across support channels, device states were hard to interpret in the field, and support volume was high as a result.
Solution
A decision-tree–based troubleshooting system mapping common failure paths across multiple devices. Unified interaction patterns, simplified language, and clear visual cues helped users build confidence diagnosing issues in the field while close collaboration with engineering ensured the system could scale as new devices and failure scenarios were introduced.
Example Branch
The example above and right shows a representative, high-level troubleshooting path, illustrating how the system guides users through hardware checks, alternative steps when automated checks aren’t possible, and clear resolution outcomes.
Representative troubleshooting flows illustrating how the system adapts to different hardware states, constraints, and failure conditions. Design notes included, not all paths shown.
Why This Matters
A scalable system validated with engineering, aligned to roadmap priorities, and built to grow with the product ecosystem.
Designed to Scale
Framework extensible across device types as the hardware ecosystem grows.
Built to reduce support volume
Self-service resolution as a foundation for scaling customer independence.
Role
Product and system design, including interaction architecture, prototyping, and cross-functional collaboration with engineering and product