Lenovo Service Hotkey Feature

The Lenovo Service Hotkey is designed to help users quickly access important system information—like the Machine Type and Serial Number—by pressing a keyboard shortcut on IdeaPad and Legion devices. This can simplify customer support interactions by allowing users to instantly retrieve and share device details without searching through settings or locating physical labels on the computer.

With the Service Hotkey feature, users can simply press the hotkey (typically “Fn” + “N”) to display key device information on the screen. This makes it easy for both tech-savvy and less experienced users to find their system details for troubleshooting or support purposes. It also saves time and reduces frustration by providing quick access to essential information.

EMPLOYER:
Lenovo

TIMELINE:
1 to 2 months

MY ROLE:
Lead UX/UI Designer, Researcher, and Collaborator across a cross-functional global team

TOOLS USED:
Illustrator,  Adobe XD, and Usertesting.com

Note: Due to confidentiality agreements, specific details and assets in this portfolio have been omitted or modified. The work showcased is designed to highlight my process without disclosing proprietary information.

Where the journey began…

Understanding the Challenge

As a user, I need a quick and easy way to find my computer’s serial number and model information. Navigating through system settings, searching for hard-to-read stickers, or checking manuals can be frustrating and potentially not as accurate, especially when customer support requires this information to assist.

Finding the Model Number, Serial Number, and other device-specific information can be cumbersome and frustrating to the user. This is especially true during times of need when they need to find it quickly because they are on the phone with customer service and need these details to help assist accurately, or they’re on the support website and not sure where to find this information.

Designing for Connection

A  solution that utilizes a simple keystroke to gather the user’s device-specific information in one place would prove beneficial and reduce customers’ cognitive load.

Utilizing Design Thinking Methodologies

Empathizing with the users

Competitor Analysis

Understanding the competitive landscape of others offering a similar feature on their devices would give them an edge in choosing a solution for users. I did a competitive analysis on Hewlett-Packard, Apple, and Microsoft.

Hewlett Packard

HP offers this feature on their PC products, but each product type has a different keystroke.

  • Laptops: Fn+ Esc
  • Desktops and All-in-Ones: Ctrl + Alt + S
  • Chromebooks: Alt + V

HP doesn’t offer this solution for accessories.

Image credit: Microsoft Store

Apple

Apple provides an “About This Mac” feature for users to view comprehensive information about their notebooks. However, accessing this requires manual navigation through the Apple menu, without a dedicated keyboard shortcut. Users can explore detailed system information through various tabs within this menu.

Image credit: Apple Support

Microsoft Windows

On Windows, you can check the model number and serial number using the System Information app, Command Prompt, and Powershell. The System Information app is found on all the Windows manufacturers, like Dell, HP, Acer, Lenovo, etc.

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Windows 10 computer model number (Image credit: Future)

Competitive Advantage

It would also be beneficial if Lenovo could display the MT and SN of any connected accessories with the same keystroke. S/N and Model due to inconsistent placement of this information depending on the particular products.

Solution

Instant System Information at the Press of a Button

Imagine a solution where customers and Lenovo support staff can effortlessly access crucial system details, like Machine Type and Serial Number, with a single keystroke. This streamlined approach simplifies the process for users and reduces service complexities.

The Simple System Information Solution

With Lenovo’s proposed Function + ‘N’ keystroke, users can instantly retrieve system information, even during boot-up. By pulling data directly from the BIOS, this utility bypasses load times, offering immediate access without waiting for additional software to load. For customers facing issues at startup, this solution provides quick, reliable access to essential information, empowering users to troubleshoot or communicate effectively with Lenovo Support.

This feature’s simplicity enhances the customer experience and reduces service calls, making it a practical advantage for both users and Lenovo support teams. Through this intuitive solution, customers are more likely to engage with Lenovo Support proactively, making problem resolution faster and smoother for everyone.