Originator
ROLE: All native apps
GEO: China
Source: SR01025872-01, SR01022942-01, SR00798620, SR00801794 , SR00884444, SR00927429, SR00901969-01, SR00761466-01, SR00755259-01, https://r1132100503382-eu1-3dswym.3dexperience.3ds.com/#community:I23-EB1ZRQyk2sLG5y9Kig/idea:ngmkFNL3TS-zt68Kff_pMQ, https://dspart005-eu1-partners-3dswym.3dexperience.3ds.com/#community:7cvQNgg1RpOhxnIPvE-QPg/idea:0an6uZWlT-29kEYQw3yh-A
Context and Use-case(s)
[Explain the business use-case(s) where you encountered a functional gap]
Public cloud 3DEXPERIENCE undergoes regular updates, with each update requiring local installation. However, the downloading and installation of these updates always begin when clients start their work, forcing them to wait until the process completes and rendering them unable to work during that time. This process is time-consuming and significantly disrupts their workflow, resulting in frequent client complaints.
Furthermore, due to the complexity of the local environment and the apps, update installations often fail. Clients frequently spend a considerable amount of time troubleshooting these issues with VARs, but ultimately the solution is often reinstallations, leading to even more time wasted. This situation fundamentally undermines clients' confidence in public cloud products, causing us to lose several clients who revert to desktop solutions already.
Therefore, it is imperative to improve the installation experience during updates. On one hand, we can reduce the waiting time for users during update installations, and on the other hand, we can minimize the occurrence of installation failures.
[What is your current solution to this gap?]
This problem is complex and cannot be solved with a single approach. After discussing with colleagues, we came up with several methods that may improve this situation.
1. Prompt users to update when closing the client
Right now an update can be postponed by up to 15 days. This is a positive step as we are trying to fix this gap. However, if users skip an update every time, they will eventually forget the update. 15 days later they have no way but to update and face the gap mentioned above. There is still plenty of room for progress.
So, if an update is available, users should be prompted to initiate the update when they finish their work and close the local client. In this way, updates will not occupy the clients' work time, and if any issues arise, VARs will have more time to respond. The post below discusses this matter, specifically for SOLIDWORKS clients, but it can be extended to other local clients as well.
2. Pre-download update files
Major FDs in public cloud are usually planned, so the files can be pre-downloaded before the update date to save time. This approach is common in various internet services.
3. Silent or scheduled updates
Similarly, users can be notified before the update date, allowing them to agree to the upgrade agreement in advance and set up installation parameters or schedule a specific installation time. Alternatively, the updates can be downloaded silently and the system can automatically shut down once the installation is successful. This approach is also commonly used to ensure that users do not waste time on installation updates.
These are just a few examples to stimulate further discussion. I believe we will come up with other better methods to address this urgent issue.
Business Value
[Who would use your solution?]
All users using native apps
[What would be the frequency of usage of your solution?]
Every time an update is available
[List the benefits that would be brought by your solution]
Retain customers to cloud solutions instead of reverting to desktop
Description
[How will your proposed solution work? Provide a step-by-step scenario, like a storyboard.]
- The customer closes the native client
- A reminder prompts out, ‘A (future) update is available, would you like to take action?’
- Several buttons are available:
- Pre-load the data (Greyed out if it is not a future update)
- Install / Schedule a time (Available only when it is an existing update)
- Pre-load and schedule a time > Agree the condition of use and set installation parameters, a ‘shutdown after the installation’ checkbox is available
- Cancel
- When the scheduled time is near, a reminder prompts out to remind users not to shut down, re-schedule, or install right away
- Leave a log for reference
