As a support agent that has direct contact with the blind and low-vision users of the app, or as a manager, it can be valuable to know what the experience looks like from their perspective.
The Specialized Help Menu
When the blind or low-vision user opens the app, they will have two main options on the home screen; 'Call first available volunteer' and 'Specialized Help'. If they want to connect to your company or organization, they will choose Specialized Help. They will then be presented with a list of the different categories of partners available through Specialized Help. The categories include Technical, Blindness Organizations and Personal Health to name a few. When the user selects a category, they will then see the available companies and organizations within the selected category.
The Company Profile
When the user chooses the company or organization they want to connect with, they will be presented with the company profile. Here, they can see a description of the service, and information such as opening hours and supported languages. At the bottom of the profile, the user will find the button to initiate a call to the selected company or organization.
Making a Call
When the user initiates a call, it usually takes 10-30 seconds before they're connected to a support agent. Once connected, the user will explain to the agent what they need assistance with and use the rear-facing camera on their device to show the agent. Once the call is completed, the user will be prompted to review the call the exact same way as the support agent.