Solo designer, oversee by a Senior Design Lead; 2 technical PM, 1 experience Program Manager, 1 data Program Manager; 5 Android Engineers; 1 UX researcher; 1 Content Designer/Writer
Overview
Launched Customer Feedback App on DUO OS 3.0, reduced loads for telemetry team, and increased customer feedback resolve rate by 12%.
Duration
Apr 15, 2022 - Aug 25. 2022
↓ Scroll to see work ↓
Context
What we want to improve from the current Feedback tool on DUO OS 2.0?
Only 30% of all Feedback send in DUO OS 2.0 had bug report🪲 attached. Low attach rate increased tech support team burden: data PM and Engineers spend an additional 20% of their time trying to recreate user case based on text, image, and video to generate bug report for further debugging.
Strategy
Product Version Update Goal
Increase useful data information collection from users when submitting an issue in the Feedback tool, while freeing our Tech support team to focus more on solving the issues rather than recreating user scenario to generate bug related data.
Scope
Product Requirement
User needs & satisfaction first
Simplify and automate
Be crystal clear when touching user privacy and data security
Developer (tech support team) experience matters
Success Metrics
NPS score
% of bug report attachment = issues with bug report attached / issues
Green light from legal team in privacy review session
Tech support team
Average time to close an issue
Team member opinion/feelings
Exploration
User Pain Point: Multi-step operation to create bug report
Exploration 1: automatically generated bug reports and send to Microsoft
→ Google ✅
→ Microsoft ❌
→ Google → Microsoft ❌❌
Exploration 2: gesture or shortcut trigger
Shacking to send feedback → hardware bridging ❌
Shortcut to send feedback → “turn on developer mode” + “turn on Bug Report shortcut” + “press and hold the power button then tab Bug Report on the top right corner”✅ ❌
Exploration 3: dumpsys repot data
One-click attached dumpsys report date → ✅✅✅
Solution
Prompt user a choice to one-click attach dumpsys report if user try to submit an issue without attaching a bug report.
Iteration
🤔 What interaction pattern/component shall we use when prompting users for one-click attach dumpsys report?
Conditional dialog box ✅
Deep Dive
How to best convey the options we provided in the dialog box?
🧐 What we want to express in this dialog box?
With help from UX content designer/writer, we were able to tune the emotion of the paragraph and also test on localization.
Interaction ✅ Information ✅ Emotion ✅
Solution
Prototype of Task Flow: user trying to submit without a bug report attached
Enhancing User Guidance Through Motion Design
Motion design played a key role in improving the usability and intuitiveness of the Feedback App. I designed instructional animations to guide users through the bug reporting process, ensuring they understood each step before submission.
Using Figma's smart animate and Adobe After Effects, I created smooth micro-interactions that highlight important actions, such as attaching screenshots, entering text descriptions, and submitting reports. These animations were carefully designed to reduce user friction, improve completion rates, and enhance the overall experience.
Key frames for micro motion animation
By incorporating subtle transitions and visual cues, motion design helped:
Reduce user hesitation by providing real-time feedback.
Improve task efficiency by visually directing users to the next required step.
Increase engagement by making interactions feel more responsive and dynamic.
Instruction animation
Result
“Can’t wait to start using it in my daily job.” — Rober, tech support data PM
Success Metrics
NPS score
% of bug report attachment = issues with bug report attached / issues
Green light from legal team in privacy review session
