Pairing & Activation
QR Code
8-Digit Code
Background
While pairing a watch during the onboarding process, there are two steps that define the process:
• Scan QR Code
Users are instructed to scan the code displayed on the watch with their mobile app.
• Verify 8-Digit Activation Code
Users are instructed to input the 8-digit code on the app that is displayed on the watch.
The Challenge
During either of these two onboarding steps, if the user encounters a weak network signal, the pairing process may become disrupted.
This had been causing users to become frustrated and contact Customer Support with the same line of queries.
The Process
Step 1: Troubleshooting Flow (QR Code)
For users that could not receive activation codes, their confusion & frustration is blunted by the friendly label telling them what to do in this case. Once tapped, users can go through a few troubleshooting options to correct the issue at hand.
Step 2: Troubleshooting Flow (8-Digit Code)
For users that could not receive their 8-digit verification code after scanning the QR code, their further connection issues are once again saved by the friendly label telling them what to do in this case. Once tapped, users can go through a few troubleshooting options to correct the issue at hand.
