GoToAssist Suite Redesign

Role: Lead UX Designer
Tasks:

Research input
Conceptual design
Visual design
Iconography & illustrations
User testing

Apps: Mobile & Web

Team: 1PM, 3 PO, several Dev & QE Teams, 2 Arch, 3 UX

How it helps

A single, seamless experience for managing and solving support issues.

Live video can say a lot more than a customer might be able to. Rather than ask question after question to clarify which lights are flashing or what cables are missing, you can quickly see for yourself. Your customer simply joins your GoToAssist Seeit session to give you eyes on the issue from anywhere.

What you can do

See what they see.

After you connect to a customer’s mobile device, live video is streamed directly to your web browser. Your customer just taps to share their camera, and you will instantly see what they do. Now it’s easy to find problems and assist in solving them.

How it all began

Seeit emerged from a Citrix hack week project I was a part of. I managed to take care of it from its baby steps until it became a fully grown and marketed product.

Research

Since the product idea was simple, we could quickly gather input from our IT support customers and also from internal support. Already established UI concepts made it easy to come to decisions on how things should be shaped. Once the MVP was out, we partnered with Nissan and Sears to drive product evolution and adoption.