Help Us Make Plant ID Even Smarter!

Please remove this app support form insights section before publishing.

Here’s a detailed breakdown of the Plant Identification App Support Form, explaining its structure, purpose, and how each section aids in troubleshooting and improving user experience:

1. Purpose of the Form

This form is designed to:

• Streamline support requests by collecting structured, actionable data.
• Reduce back-and-forth communication by anticipating common issues.
• Improve resolution speed by helping support teams quickly identify root causes.
• Gather feedback to enhance app performance and accuracy.

2. Key Sections & Their Importance

A. User Information

• Why it’s needed:
• • Ensures support can verify accounts (for subscription/login issues).
  • Helps identify device/OS-specific bugs (e.g., crashes on iOS 17 but not Android).
  • Allows follow-up if more details are required.
• Critical fields:
• • App version: Bugs may be fixed in newer updates.
  • Device/OS: Helps replicate issues in testing.

B. Issue Categorization

• General Problem Types:
• • App crashes/freezing → Points to memory leaks, OS compatibility.
  • Incorrect plant IDs → Suggests AI model gaps or image quality issues.
  • Subscription problems → Requires billing system checks.
• Why it matters:
• • Routes tickets to the right team (e.g., technical vs. billing support).
  • Tracks recurring issues for prioritization (e.g., if crashes spike after an update).

C. Plant-Specific Troubleshooting

• Key insights gathered:
• • Live vs. gallery uploads: Camera permissions or file format issues.
  • Lighting/image clarity: Explains misidentifications (e.g., shadows confusing the AI).
  • Incorrect results: Flags species the model struggles with for retraining.
• Impact: Directly improves the app’s core functionality (identification accuracy).

D. Technical Debugging

• Troubleshooting steps:
• • Checks if the user tried basic fixes (avoiding redundant suggestions).
  • Rules out connectivity issues (common for cloud-based ID features).
• Error messages:
• • Critical for diagnosing API failures, server errors, or corrupt installs.

E. Subscription & Payments

• Why detailed?
• • Platform-specific: Apple/Google handle subscriptions differently.
  • Fraud prevention: Unexpected charges may require refund workflows.
  • Renewal failures: Often tied to expired payment methods.

F. Attachments & Notes

• Screenshots/videos:
• • Visual proof of bugs (e.g., UI glitches, mislabeled plants).
  • Shows steps to reproduce crashes.
• Open-ended notes:
• • Captures edge cases (e.g., "App fails only when scanning conifers").

3. How This Benefits the Support Team

• Faster triage: Pre-sorted tickets reduce response time.
• Data-driven fixes: Trends in submissions guide updates (e.g., optimizing low-light image processing).
• Fewer escalations: Clear initial data minimizes handoffs to senior staff.

4. Potential Improvements

• Dropdown menus for common plants (to standardize species reporting).
• Automated diagnostics:
• • A script could auto-check device storage/network speed if crashes are reported.
• Integration with analytics:
• • Linking form submissions to crash logs (e.g., Firebase, Sentry).

5. Example Workflow

1. User submits: "App crashes when identifying succulents in low light."
2. Support checks:
3. • Device: iPhone 14 (iOS 17) → Known memory issue in iOS 17.1.
   • Steps: User didn’t restart app → Suggests cache clear.
3. Resolution:
4. • Immediate fix: Guide user to update iOS.
   • Long-term: Patch memory leak in next update.

Conclusion

This form balances user-friendliness (avoiding overly technical jargon) with technical depth (capturing data engineers need). By structuring queries around real-world pain points (e.g., lighting conditions affecting IDs), it turns vague complaints into actionable insights.

Please remove this mandatory questions recommendation before publishing.

Mandatory Questions in the Plant Identification App Support Form

(Required to ensure efficient troubleshooting and resolution)

The following fields are essential to diagnose issues accurately and provide timely support. Below is a breakdown of each mandatory question and why it’s critical:

1. User Information (Mandatory for All Issues)

a. Email Address

• Why?
• • Primary contact for follow-ups.
  • Required for account-related issues (e.g., subscription, login).
  • Ensures support can send resolution steps or updates.

b. App Version

• Why?
• • Bugs may be fixed in newer versions.
  • Helps identify version-specific crashes or regressions.

c. Device Type & OS Version

• Why?
• • Critical for replicating technical issues (e.g., crashes on iOS 17 but not Android).
  • Some bugs are device-specific (e.g., camera issues on certain Samsung models).

2. Issue Details (Context-Dependent Mandatory Fields)

a. General Problem Type (At Least One Selection Required)

• Why?
• • Directs the ticket to the correct team (e.g., billing vs. technical support).
  • Tracks high-priority issues (e.g., app crashes vs. misidentifications).

b. Steps to Reproduce the Issue

• Why?
• • Essential for debugging (e.g., "App crashes after taking 3 photos in a row").
  • Rules out user error (e.g., blurry images causing misidentification).

c. Frequency of the Issue

• Why?
• • Distinguishes one-time glitches (e.g., network hiccup) from persistent bugs.

3. Conditional Mandatory Fields

(Required only for specific issue types)

a. For Plant Identification Errors:

• Live Plant vs. Uploaded Image
• • Why?
  • • Camera permissions vs. file-upload bugs require different fixes.
• Lighting Conditions & Image Clarity
• • Why?
  • • Poor lighting is a leading cause of misidentification.

b. For Technical Issues (Crashes/Freezing):

• Error Messages (If Any)
• • Why?
  • • Exact wording helps match logs (e.g., "NullPointerException in CameraModule").

c. For Subscription/Payment Issues:

• Subscription Plan & Payment Method
• • Why?
  • • Apple/Google handle refunds differently; payment failures may be platform-specific.

Why Other Fields Are Optional

• Full Name/Username: Only mandatory for account recovery.
• Screenshots: Helpful but not always possible (e.g., app crashes too fast).
• Plant Species (if known): Useful for improving AI but not required for support.

Impact of Mandatory Fields on Support Efficiency

1. Reduces Back-and-Forth
2. • Without device/OS info, support might waste time asking follow-ups.
2. Prioritizes Urgent Issues
3. • A crash reported on the latest iOS version affects many users → High priority.
3. Enables Data-Driven Fixes
4. • If 70% of mis-ID complaints cite "low light," the team can improve image preprocessing.

Suggested Improvements for Clarity

• Mark mandatory fields with asterisks (*).
• Tooltips explaining why data is needed (e.g., "Device info helps us replicate bugs").
• Auto-fill device/OS version via app diagnostics (reduces user effort).