Bugsy

A mobile-based UX issue assistant for JIRA

PROBLEM ADDRESSED

Manual testers who investigate multiple aspects of the user experience of a software product tend to follow a cumbersome process of recording and filing a issue in any issue tracking software.

Filing a single text-annotated UI issue involves over 3 applications,  30+ interactions and takes at least 20 minutes.

This apparently boring redundant process suffer from the following insufficiencies.

  • Capturing multiple media very cumbersome, especially for subtle UI issues
  • Poorly drawn annotations (using Mouse to control strokes)
  • On-media commenting requires different software (mostly MS Paint
  • Dynamic issue capturing requires pricey video capture software

INSPIRATION

As the designer, I once sat with a UI tester to identify subtle design-development issues for a newly developed feature. In a span of 6 hours, we were able to file just 26 issues, most of them trivial and non-critical. It was at that moment, I felt that there will definitely be a better to way to do this.

CONCEPT SKETCH

The concept explored the following salient features/ ideas

  • Capturing media using Instagram-like workflow
  • On-media annotation
  • Gamification of issue capturing and reporting
  • Card like issue lists
  • Merits and demerits of JIRA and Jing
  • Workflow models of  familiar software like GMail, JIRA, Instagram, MS Paint to be imitated

PRODUCT STRATEGY

Two major conclusions were reached after the concept sketching stage. They are

  • Not to go against JIRA, instead develop something that assists JIRA
  • Overall experience to be professional and not deviate away from it. Hence, gamification of issue report process is a big NO.

Bugsy was decided to be a mobile application (initially, an Android app, due to the skewed relative popularity and affordability of Android devices in Indian smartphone market) which will be a handheld companion for manual testers in creating and filing UX related issues for Atlassian's JIRA. The mobile application will solely depend on JIRA REST API for its accessibility and server-side communications.

USER RESEARCH & PERSONA

The target users of this application were a quite straightforward to me. As I wanted to solve the problem of my colleagues and people like them, there was no place better than Bangalore (India) where I could observe and construct my User Persona.

Generic User Persona Range

Gender - Male or Female

Age - 24 to 30 years

Education - Bachelors in Engineering or Computer Applications

Country - India

Languages Known - English, Hindi and a regional Indian langauge etc.

Sociological Status - Mostly single or newly married

Employer - Medium to Large scale IT companies making software products for US partners etc.

Position - Junior Testing Engineer

Technology Familiarity - Familiar with business applications on computer, very comfortable using a smartphone for carrying professional tasks

Traits - Young, recently earning, yet to feel settled, substantial part of weekday spent in commuting, very active on social media (Facebook, Instagram, Whatsapp groups etc)

CUSTOMER JOURNEY

With the target persona in mind, a generic customer journey was mapped  to list the key requirements, the pain points the user will encounter in the use of the product and the ways to solve or leverage the pain point to serve a great user experience to the customer.

Bugsy - Customer Journey Map

UX SCOPE

Based on the product strategy, customer journey map findings, target audience behavior and time constraints to roll out a minimum viable product (MVP), the scope for the product was crafted.

  • Android Application the following features
    • JIRA Sign Up/ Login page with password recovery functionality
    • Account Section with following features
      • JIRA Profile Management
      • JIRA Security Management
    • Issues Creation +  Management
      • Issue creation and processing with following features
        • Project and dashboard selection
        • Choosing between New and Existing issues
        • If 'Existing', searching by issue number, and summary
        • Creating/ Editing issue summary and description
        • Multi-mode multiple media capture
        • Text and brush annotation for photo media
        • Comments for video media
        • Assign priority, severity, and assignee to issues
        • File issue to JIRA

PROOF-OF-CONCEPT PROTOTYPE

Bugsy - Wireframing for Proof-of-Concept interactive prototype

Bugsy - Interactive Proof-of-Concept

From interacting with the POC, a few insights were obtained.

  • Workflow in parallel to JIRA workflow is necessary for seamless adoption and switching between Bugsy and JIRA
  • All issue creation related functionalities has to be provided in Bugsy
  • To continue working when the network is turned off, a separate issue type called QUEUED is necessary. With this users can file issues for queueing and continue to create or edit other issues

INFORMATION ARCHITECTURE

A straightforward clustering based hierarchical structure was chosen to dictate the application's information architecture. Combined with the sequential process for issue creation & reporting, the structured proved to be fairly robust against different user journeys.

Bugsy - Information Architecture

WORKFLOW

With the learnings from interacting with the Proof of Concept prototype, a JIRA-like workflow combined with an amped-up Instagram-like workflow was crafted.

Bugsy - Issue Creation Workflow

USER INTERFACE DESIGN

To facilitate a seamless user experience between Bugsy and JIRA, the UI design process was influenced by JIRA's visual design. And simplification of NEW button by Google's latest Material Design philosophy was also incorporated. The interface becomes quite similar to Instagram when the part of workflow where the media is captured, and UI customizations to support multi-mode multiple media item capture.

Bugsy - Style Guide

Login

Issue Option

Capture Video

Photo annotation options

Video for annotation

Issue Summary

Reporting an Issue to JIRA

Multi-mode multiple media selected

Review captured and/or selected media

Login Screen

Menu

Select from Gallery

Annotated Photo

Issues

Capture Photo

Photo for annotation

LEARNINGS

There were are few substantial learnings in the exposure of concept to the target users. They are

  • Employees accessing their employer's internet via their smartphones even as a part of a job is frowned upon by employers
  • The switching between using Bugsy for filing user experience defects and using workstation for non-UX related defects appears to be cumbersome by the target audience themselves
  • The target audience itself has not liberated themselves from perceiving smartphone as just an entertainment and communication device and not trying the possibility of using it as an extension of their workstation

Note: The product is currently under development. Bugsy API is being built with technological requirements identified in the Customer Journey phase to facilitate a great user experience. See you guys soon on the Play Store and App Store.

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