Troubleshooting for mom

Some of the most satisfying moments I have is when I am remotely telling my mom about some tech stuff, say how to use a new feature that she has never used before on her iPhone, or troubleshooting with her when she is stuck. These moments are also a great test of patience but once she accomplishes what she wanted to, it gives me a lot of happiness.

My mom has been an iPhone user. Currently she has an iPhone 7. Given majority of the people in India (at least the ones in our circle) use Android devices, getting help locally is never easy if she gets stuck on something. That’s where I come in. Providing remote Tech Support to her on phone.

Most of the problems she faces can be categorized in the following buckets –

1. How do I do this? Say forward a message on WhatsApp or delete a bunch of photos from the phone. These usually I have to tell once or twice and then she picks up and remembers how to do it next time.
2. Dealing with errors or other kinds of messages. These are tricky. Sometimes it is hard for her to understand what exactly the message is trying to say or why? Language maybe a barrier if the message is not straightforward.
3. Navigation and Discovery. Where to find an app or a feature within the app; where to look for a certain thing. A most recent example was: where are all the emojis to be used in the WhatsApp messages.

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Thinking about these after having been on several troubleshooting calls with her, I find that the real underlying emotion here is “fear”. Fear of something going wrong if she takes a certain action. And maybe this is where the kids (and nowadays even toddlers) are at an advantage. They are not afraid about any failure, and hence they just do whatever, and eventually learn super quickly in the process.

It also opens my eyes to how something so Intuitive as iPhone and WhatsApp still has scope of improvement. As more and more functionality is being bundled in the apps and in that small screen space, and the complexity of what can be achieved continues to grow, it will be super important to not take eyes away from an intuitive design and overall user experience.

Creating intuitive user experiences is never a ‘done’ job.