Your Trusted Medical Imaging App Support

Please remove this app support form insights section before publishing.

Here's a detailed breakdown of the insights behind its structure and questions:

1. Logical Flow and Grouping

The form follows a logical, top-down structure. It starts with general, easy-to-answer questions about the user and their device, which are common to almost any app issue. It then funnels down to highly specific, medical imaging-related details. This approach:

• Reduces User Frustration: The user isn't immediately faced with complex, technical questions.
• Streamlines Triage: The support team can quickly identify the user, their app version, and device type, which often solves basic compatibility issues before diving deeper.
• Organizes Data: Grouping information into sections like "User Information," "App and Device Information," and "Problem Details" makes it easy for the support team to scan and extract relevant data.

2. Specificity and Triage Questions

The form uses a combination of multiple-choice and open-ended questions to guide the user. The multiple-choice sections, such as "Problem Category," "Type of Medical Study," and "File Format," serve as powerful triage tools.

• "Problem Category": This allows the support team to immediately route the ticket to the correct specialist (e.g., a developer for a crash, a rendering specialist for a display issue).
• "Type of Medical Study" and "File Format": These are crucial for medical imaging. Issues with an MRI render differently than an X-Ray. Knowing the file format helps the support team check for known bugs related to that specific file type or codec.
• "How was the image data loaded?": This question is vital for isolating the problem. An issue with a DICOM file imported from a PACS server is very different from an issue with a locally stored JPEG. This helps pinpoint whether the problem is with the app's rendering engine, a network connectivity problem, or a local file corruption.

3. Focus on Reproducibility

The "Steps to Reproduce" section is arguably the most important part of the form. Asking the user to provide a numbered list of actions helps the support team to:

• Replicate the Bug: The team can follow the exact sequence to see the bug happen on their end.
• Eliminate Variables: It helps rule out other potential causes and confirms that the issue isn't a one-off event.
• Clearer Communication: It forces the user to be specific rather than providing a vague statement like "the app is broken."

4. Importance of Visuals and Error Messages

Requesting screenshots, screen recordings, and exact error message text is a best practice for any tech support form. For medical imaging, this is even more critical.

• Visual Proof: A screenshot of a distorted image or a frozen screen provides undeniable evidence of the problem.
• Actionable Data: The text of an error message can contain specific error codes or information that points directly to the line of code that failed. This can save hours of debugging.
• Patient Privacy: The explicit note about not sharing patient-identifying information is a crucial legal and ethical consideration for a medical app, demonstrating responsibility and awareness.

In summary, this form goes beyond a generic "contact us" page by asking targeted, specific questions that are directly relevant to the unique challenges of a medical imaging application. It's designed for efficiency, accuracy, and quick resolution by turning a vague user complaint into actionable, technical data.

Please remove this mandatory questions recommendation before publishing.

The mandatory questions are:

1. User's Email Address: This is crucial for the support team to be able to follow up with the customer, request more information, and provide a resolution. Without a valid contact point, the ticket is useless.
2. Detailed Description of the Problem: This is the core of the support request. A user must describe what is going wrong for the support team to even begin to understand the issue. The more detail, the better.
3. App Version and Operating System Version: These two pieces of information are fundamental for debugging. Many issues are specific to a particular version of the app or a certain mobile operating system. Knowing this can help a support agent immediately identify if the problem is a known bug or a new, unreported issue.
4. Steps to Reproduce: This is the most important element for a developer or QA team. Without a reliable way to reproduce the problem, it is nearly impossible to fix it. This section allows the support team to confirm the bug and provides the development team with the exact sequence of actions that caused it.