Issue resolution through visual and interactive service aid on iPad

Helped a global life science lab equipment company to increase their service engineers’ effectiveness through an iPad compatible digital toolkit.


A global life science lab equipment company was dealing with longer issue resolution and preventive maintenance time, resulting in customer dissatisfaction and higher service cost. A comprehensive study attributed this situation to two key reasons:

  • Excessive time was spent looking for the relevant information during service calls
  • There was lack of adequate resources and knowledge to address issue 



After profiling of the service engineers and their duties, Ethosh proposed a digital toolkit that was compatible with their iPads and also suggested the transformation of their legacy technical information into visual content that could be accessed through an intuitive searchable platform.

The toolkit proved to be beneficial for the service engineers and lab personnel as they could access relevant information for issue resolution in a quick and efficient manner.




  • Accelerated
    issue resolution time
  • Reduced
    preventive maintenance time
  • Improved
    customer satisfaction

Ethosh’s scope of work

  • Studying the causative factor leading to delayed resolution
  • Profiling of the service engineers and their duties
  • Transformation of technical information into visual information
  • Designing an iPad compatible digital toolkit with intuitive search platform

Ethosh blends the real and the virtual to communicate challenging concepts. From life sciences to the products of modern manufacturing. From strategy to execution. We use the latest digital tools and platforms to help you communicate efficiently and effectively: to market, to instruct and to inform. 

Ethosh works with global life sciences and manufacturing companies and has its offices in North America, Europe and India.

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