Amazon Device Simulators
View many of the Amazon Simulators here.
Background:
Almost everyone engages with Amazon
You might not know the army of customer service agents they educate and employ.
Amazon has created Tablets, eReaders, and apps for years with new products and updates to their software very frequently. There’s hundreds of different software versions, and customer service agents area’s of help is always
The invisible problem:
Amazon has created a staggeringly complex global ecosystem of devices and software.
As a result, it needs to equip customer service agents to effectively help customers who may call with any combination of device and OS version.
Customer service agents (CSAs) need quick access to each device and each OS version to serve customers who are calling in with a problem.
Customer service agents used lockers of phyical devices to assist customers and Amazon’s training tools were simply not up to this task.
Amazon originally used browser and code based emulators, although this was costly to keep up to date and there was a needed for updated security.
Solution:
The UX prototyping platforms Figma and Proto are used to create and localize simulators to 8 languages in addition to English.
Projects could be exported and hosted on Amazon’s servers easing security concerns. Projects can easily be branched to accommodate OS updates and localization.
Outcomes:
- 81% of CSAs believed that the simulators reduce call times.
- 76% of CSAs believe simulators allow them to help customers more effectively.
- Post use survey for CSAs - 4 of 5 rated it as very useful.
- Each week, more than 75% of CSAs return to use the simulators.
