When users encounter software bugs, Customer Experience (CX) collaborates with a myriad of product teams to address issues efficiently. Users report problems to support staff, who conduct tests and escalate confirmed issues to the relevant product team.
To aid troubleshooting, CX specialists create Jira tickets using project management software. However, the process lacks user-friendly guidance, resulting in subpar Jira quality.
The current Jira template is cumbersome and lacks validation, hindering efficient completion within a table cell. Additionally, there's no mechanism to ensure accurate data entry. This increases the amount of back-and-forth between CX and product which delayed fixes and further inconvenienced customers.
Enhance usability through an intuitive interface that provides feedback as users work through a guided process. This approach aims to streamline workflow and improve the quality of Jiras raised. The target audience includes CX specialists and product teams.
per Product Engagement senior
“The idea was to have a unified template for raising Jiras (as much as possible) rather than having CX raise them with no guidance directly in Jira, or have individual templates/requirements for each Jira project like it was before.”
The current solution aimed to standardize Jira raising that would produce a result suitable for various product teams. However, as it prioritized the end result over the end user, the solution resulted in a time consuming process that produced less than ideal Jiras.
By adopting a user-centric approach by refining the process, the aim is to reduce communication overhead, enhance efficiency and improve the quality of outcome.
Create a web form that provides a more user centric experience while improving the quality of issues being raised.
Future Consideration: