Wednesday, November 13, 2019

Engineering Insights: WPF Application Optimizes and Eases Delivery



Business Scenario

As a part of support services, our client provides customers with troubleshooting services and the ability to proactively check the health of software installed on their system.

To use the platform, users traditionally had to perform the following steps:

1. Download and install software drivers on one or more data collection machines.
2. Run PowerShell commands to set up the software.
3. Run PowerShell commands with over ten parameters to configure the health check.
4. Run PowerShell commands to start the health check.
5. Run PowerShell commands to stop the health check.

Even after completing the steps, users did not know whether the health check successfully completed. The actual execution of the health check required several hours.

Key Challenges:

Our client faced three key challenges:

1. Downloading and installing the drivers and scripts and configuring and running the health check required significant time. As a result, many users abandoned the health check and did not complete the process.
2. The client's engineering team often needed to support their customers through the setup, configuration, and execution steps. As a result, the engineering team could not always focus on building new features and improving the platform. 
3. Users frequently created support tickets after following incorrect steps for the setup. The high number of support tickets led to significant support costs. 

Solution

Our client wanted to help customers by providing an automated method to configure the health check software. They needed an application to guide customers through the prerequisites, setup, configuration, and execution steps.

To address our client’s challenges, we needed to understand our client’s customers’ obstacles. We shadowed the engineering team and identified five common challenges.

1. Customer machines often did not possess the prerequisites necessary for running certain health checks. 
2. Customer machines sometimes contained policies that interfered with health check execution.
3. Customers often did not provide the parameters required for health checks for specific products.
4. Customers often entered credentials in PowerShell commands incorrectly.
5. Customers struggled to know whether they successfully completed the health check.

Armed with this knowledge, we developed an easy to use Windows Presentation Foundation (WPF) application that simplified customer experience considerably. This decreased the amount of effort required of customers. The WPF application resulted in a seamless end-user experience. 

Key Highlights:

1. Our application provides a one-click installation solution, removing the need for multiple PowerShell steps.
2. Our application provides clearly named menu options and buttons for users to evaluate and install all prerequisites and necessary drivers. Our application also allows users to enable and disable relevant policies and other settings. 
3. Our application allows users to specify all parameters, providing a customized install experience.
4. To simplify the health check, we separated the setup process into stages and visualized the stages with various colors to signify success, failure, or progress.
5. Our application validates all user inputs, identifies mistakes and invalid values, and assists users with troubleshooting using tooltips.
6. After users complete the health check, our application performs several tests and provides a confirmation of successful setup. If the setup is unsuccessful, the application provides a list of issues encountered, along with documentation for correction.
7. Our application also provides users with the ability to set up multiple health checks.


Business Outcomes:

The application we developed is available for download on our client’s website. Our client received many accolades for the application from their engineering teams, support teams, and customer-facing community. The application resulted in increased goodwill and efficiency for both our client and their customers.

1. Over ten percent of customers downloaded and used the application within a week of launch.
2. Application downloads and usage continue to increase.
3. Platform usage increased, and the completion percentage of health checks improved.
4. Reduced the number of support requests.