Local repair evidence system
Case study evidence and privacy standard
A useful case study should explain the problem, what was checked, what changed and what another customer can learn. It should not expose a customer, invent an outcome or turn a general support pattern into a fake testimonial.
Quick answer
A public case study must have a clear evidence status. Customer-approved studies require an internal job record, de-identification and publication permission. Composite educational examples must be labelled as examples and must not be presented as a named customer review or a single completed job.
Four evidence statuses
Minimum evidence before public publication
| Internal reference | A non-public evidence ID or job reference links the public draft to the supporting record. |
|---|---|
| Problem statement | The customer-reported symptom is recorded separately from the technical finding. |
| Checks and observations | The page explains what was actually checked, observed or configured without overstating certainty. |
| Outcome | The completed work, recommendation or unresolved limitation is described accurately. |
| Consent status | Written or recorded permission covers public wording and any approved images. Consent can be withdrawn subject to practical publication limits. |
| Privacy review | Names, exact addresses, serial numbers, account details, private messages and identifying screenshots are removed. |
| Technical review | The public explanation is checked for accuracy, safety, repair boundaries and misleading claims. |
Information that should not appear publicly
Identity and location
- Full customer name
- Street address
- Personal phone or email
- School, workplace or support-provider details that identify the person
Device and account identifiers
- Serial number or IMEI
- Passwords, PINs or recovery codes
- Banking or card information
- Private email, chat or account screens
Sensitive circumstances
- Health or disability information not required for the lesson
- Financial loss details without clear permission
- Family disputes or vulnerability details
- Any image that reveals documents, faces or addresses without approval
Image consent and redaction rules
Before taking or using a photo
- Explain the intended use
- Confirm whether the device, hands, person or home may appear
- Offer a device-only or staged alternative
- Record whether social sharing is also permitted
Before publication
- Crop or blur serial labels and notifications
- Remove names, addresses and account details
- Check reflections and background documents
- Use an accurate caption and alt text
- Do not imply a before-and-after result that the evidence does not support
How a case study should be written
1. The situation
Explain the device, suburb-level service area and customer-reported problem without unnecessary personal detail.
2. What was checked
Separate observations and tests from assumptions. State what could not be confirmed without further inspection.
3. The decision
Explain the repair, setup, recovery, safety or replacement recommendation and the trade-offs considered.
4. The outcome
Describe only what was completed or recommended. Avoid promises about future performance.
5. What others can learn
Provide safe first steps, warning signs and practical preparation for customers with a similar problem.
6. Evidence disclosure
Label the page as customer-approved or composite, and link to this standard so readers understand what the label means.
Reviewed by the Your IT & Tech Mates technical support and content teams
This standard was checked for consent, de-identification, evidence quality, repair accuracy and public-claim safety. It does not authorise publication without the required internal record.
Case study evidence questions
Does every case study identify a real customer?
No. Customer-approved case studies are de-identified unless a customer has separately approved attribution. Composite educational examples must be clearly labelled and are not presented as one person’s testimonial.
Can a suburb be mentioned?
Yes, when suburb-level location does not identify the customer and the location is relevant to service coverage. Exact addresses, workplaces and identifiable personal circumstances should not be published.
Can a customer withdraw consent?
A customer can ask for a review or removal of identifying material. The response should consider the recorded permission, copies already shared elsewhere and practical search-indexing delays.
Can photos show a serial number?
No public case-study image should expose a serial number, IMEI, account identifier or private notification. Those details should be cropped, blurred or replaced with a safely staged image.
Can an educational example use a real outcome?
It may use general technical patterns, but it must not imply that a specific local customer received that result unless the supporting evidence and publication permission are complete.
Looking for a similar repair or support path?
Browse the case-study library, then use QuoteMe when you are ready to describe your own device and problem.