Mapit is a simple drag-and-drop software tool which facilitates the construction of complex decision logic in HTML format. The end-users are presented with clean, clear web pages that show questions and gather answers. The navigation is setup through simple visual techniques such as dragging an arrow from page to page in the designer.

Troubleshooting - Intel

Troubleshooting Tool

Intel Corporation is hugely respected for the quality products it builds but it is equally renowned for it's customer service. Mechanical products can have problems and user error combined with third party add-ons are potential causes of products not working.

The Mapit Designer script shown below is an example of how Intel produces interactive troubleshooting solutions on their website http://support.intel.com/support/motherboards/desktop/wizards/noboot/

The wizard is found through the product pages on the Intel website. As you can see the script is carefully written to start with a generic problem and gradually work through the most obvious answers.

As those obvious answers are eliminated the questions asked become more technical and illustrations are used wherever possible to give guidance to the troubleshooter.

Troubleshooting Help

Mapit Designer allows you to add Text and Help files to the Questions and Answers you provide in your troubleshooting wizard (for more information see How Mapit Works).

As you can see from the script below this function is used carefully and well to explain why the question is being asked and to prompt for the correct action from the user.

A separate Text box is added if there is a specific solution available at that time.

Links to Intel documentation offering more in-depth technical explanations are also provided.

At all times the user feels they know what is going on and that Intel understands their issues.

Finding the Answer

When an answer is able to be given it is delivered in a direct fashion with instructions on what to do next.

Mapit Designer understands when you have reached the end of a particular process pathway and gives the user a prompt to Finish the interactive troubleshooting tool

Doing so allows the user to see the full path they have travelled during their interactive troubleshooting. They may choose to print this information for future reference. Alternately the  company providing the customer service may choose to import this information into another application to help with product development and fault analysis.