DESIGNING THE USER JOURNEY FOR SCALABILITY
At KONUX, we are committed to transforming rail operations with solutions that put the user at the heart of everything we do.
To deliver an even better user experience and actionable insights, we have taken a step back to empathize and redesign the user journey across the entire lifecycle. From installing and configuring KONUX IIoT devices to becoming proficient with our user interface (UI) and even helping shape the future of our product, we’re making every step quicker and easier for our users to extract value from our solution.
Installing & configuring
Our users’ journey with our solution begins in the field with the installation and configuration of the KONUX IIoT devices. Our devices provide a physical link to the switches and are an integral part of our end-to-end solution. The device installation and configuration process is designed to be simple and straightforward, taking just 10 minutes to complete. Therefore, it can usually be carried out in natural train traffic without requiring track closure.
To ensure that our users are successful in installing and activating the devices, we have introduced SiteTracker, an intuitive and easy-to-follow app which guides in-field technicians throughout the installation process and tracks every activity. In the event that a device isn’t successfully activated, the in-field technician is notified and assigned a new task to replace the device.
To further simplify the process and make it as stress-free as possible, we offer both onsite and remote training sessions delivered by our installation teams as well as installation videos that show in-field technicians exactly how to perform high-quality installations. Once the devices are successfully installed and configured, they can operate autonomously and maintenance-free for at least four years.
Getting onboarded
Apart from the data collected from the IIoT devices, we also integrate and analyze additional operational data to improve the accuracy of insights displayed through the UI. The system is designed to allow users to navigate it with ease and is constantly improved to facilitate an intuitive interpretation and utilization of the information.
To ensure a smooth onboarding, our system also provides in-app learning guides that can be leveraged with minimal training. To get started, users can watch our tutorial videos and walkthrough tours which can be accessed upon login. User guides are available throughout the system to further aid with navigation. Our Knowledge Base provides detailed information about each feature and functionality so users can quickly understand how the system works and how to interpret the data to make informed decisions.
Becoming a pro
Becoming an expert user is a key part of the user journey and we’re here to help with that. The KONUX system is powered by advanced AI/machine learning technology, meaning that every actionable insight comes from advanced data science models and often entails different levels of complexity and various corner cases.
As users familiarize themselves with key features of our system, they can benefit from more advanced features like the Data Explorer, which enables a more granular analysis of the distribution of the data and better understanding of the context around the health of the asset. When it comes to particularly complicated cases, our Solution Engineering, Customer Success and Product teams are available to provide support and dig deeper.
To deliver richer content and keep our users informed, we also provide personalized email notifications, reports, and newsletters on a regular basis to ensure you never miss out on important events, or product and project updates.
Becoming a part of the value creation
We encourage our customers to become a part of the value creation process and want to facilitate a dialogue with our users. We value our users’ opinions and want to hear their unique perspectives and needs. By learning more about their everyday obstacles, we can create products that are tailored to fit their decision-making processes including understanding the health of their assets, analyzing issues in depth, and prioritizing actions.
To reach this goal, we not only reflect on valuable customer insights but have also launched a variety of outlets that our users can leverage to share their opinions with us. Users can now provide ground truth data by reviewing potential maintenance activities detected in our system, submit product feedback in the Help Center, participate in our user surveys, talk directly with our customer team, or use any other channel that works best for them.
As we continue to scale, we would also like to build and nurture a user community where our customers can connect with each other and share their experiences and learnings.
With the current trends in digitalizing rail infrastructure, we are more committed than ever to hand hold our users through this period of transformation. Our user-centric design ensures effortless access to the right information, at the right time, with the right level of detail – delivering insights in the most actionable way possible. By enabling data-driven decision making, our customers can reduce costly and disruptive delays and realize smoother, more efficient rail operations.
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Would like to learn more about our solutions? Get in touch here.
www.konux.com