Product
Role
Timeline
4 months
Team size
Design team: 2
Product team: 1
Extended teams: 10
My direct contribution
End-to-end design and delivery, Research, Stakeholder management, Micro-interactions, Showreel
Here's a quick summary, if you're in hurry!
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The Problem
On-call engineers need quick access to information, but often struggle to find it quickly on web and mobile. This leads to anxiety, and dissatisfaction for Jira mobile app.
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the solution
We designed iOS widgets to quickly give on-call engineers the information they need. This increased CSAT by 14%, MRR by 32%. Widgets saw an adoption of 87%, with the SEQ score of 6.8/7.
Watch this 2 minute video for a quick walkthrough!
Still want to read more, Braveheart? Here you go!
01
LET'S SET THE CONTEXT
Picture this! You're in Game of Thrones, as a Nightās Watch guard. Your job is to protect the realm from threats beyond The Wall.
This means constant vigilance, even in the harshest conditions. A single mistake could have dire consequences. Itās a demanding role, but itās also about protecting everything you value.
Interestingly, On-call engineers in the IT world face a similar scenario!
Like the Nightās Watch, on-call engineers face constant pressure to protect their organization from threats. A single mistake can have serious consequences.
In the IT world, 'Peace Time' is when engineers prepare for on-call duties, and 'War Time' is when they're actively responding to critical alerts.
02
THE PROBLEM SCENARIO
It's Monday, Greg is on call but needs to buy his girlfriend a birthday gift. He plans to check alerts via phone while he's out.
But what if he wants to check the alert numbers while heās out? Just for peace of mind?
He has two options:
šāāļøāā”ļø Run back home ā š§āš» Open laptop ā š» Log in to Jira Service Management ā š§ Navigate through several screens ā š®āšØ Finally reach the alert numbers!
š± Open the Jira app ā š§ Navigate through few screens ā š Manually count total alerts
Too much struggle!
Its Friday, Greg is out grocery shopping with Sarah when he realizes he might be on call. He checks his schedule on his phone app.
But itās buried deep within the interface.
So, what are his options?
šāāļøāā”ļø Run home ā š§āš» Open his laptop ā š Check the schedule ā š®āšØ Relax, because he still has 5 hours to goāwhile š¤·āāļø Sarah is fuming
āļø Call his colleagues ā š Ask them to check his schedule for him
š± Open the Jira mobile app ā š Struggle to locate his schedule ā š° Panic!
Again, too much struggle!
03
MEET THE PERSONA
Greg Pratt
On Call Engineer
Greg is an engineer in the payment team at Amazon, and goes on-call every week for 16 hours.
Role
Site Reliability Engineer (SRE), a.k.a. On Call Engineer
softwares used for ops
behaviour
Likes to keep everything sorted, but is human, and hence slips off from his intent very often
On call experience
"Some on calls are hectic, especially the ones at night. I am usually distracted, and sleepy. But cant do much, because its a very critical role, and I don't take it lightly. I wish mobile app had more capabilities.
04
THE PROBLEM STATEMENT
How might we provide Greg with easy access to alert information while he's out and about? This would help him stay informed and enjoy his time without worry.
05
PROJECT GOALS
šÆ GOAL 1
To ensure users can easily access relevant IT operations information without extensive searching
šÆ GOAL 2
Make the critical data more accessible, to reduce anxiety, boost confidence, and enhance transparency for users
06
EXPLORATORY RESEARCH
Secondary research
We looked back at our previous reports published internally. The reports suggested:
90% of our customers' users use Jira on iPhone for their on call shift
Users spent 55 seconds to navigate to their schedules on mobile app
They open Jira App 3 times in an hour during their on call shift
Primary research
To test this hypothesis, we conducted an exploratory research, and that suggested:
5 Participants
2 Weeks
Worldwide
Exploratory research
90% users want quick glanceable data at their fingertips so they donāt need to take a long route, especially for simple data.
83% users do not open Jira app for operations often, rather they just respond to the alert call notifications.
07
IDEATION
design method
We embrace The Atlassian Way (TAW) of working, where we work in a loop for solving the pain-points of our users.
Alginments
To build the experience for iOS only (because 80% of our users use iOS)
direction
iOS 17 has a lot of emphasis on Widgets, and their usage. This was our cue!
And then we came across SensorTower report ā
Just one week after the launch of iOS 14, top home screen customization apps saw at least 13.7 million installs.
We were sure!
Brainstorming
After getting confidence, kicked off the brainstorming session, starting with initial session. Sketches from the session
Initial wireframes
We started with sticky notes as the canvases for widgets, and started testing them out with internal users and stakeholders. After multiple extensive brainstorming exercises we started to converge.
08
VALIDATING CONCEPTS
To validate our designs, we employed a combination of:
Usability Testing
12 Participants
4 Weeks
Worldwide
Iterative
validation research process
šØ Design draft ā šāāļø Test ā š¬ Get feedback ā āļø Iterate ā š Repeat
We began by testing the concept with internal users, receiving an overwhelmingly positive response that boosted our confidence. Some of the things users said:
"This looks great. When can I start to use it? Im am very excited to use it while I'm on call, or even not on call."
Richard Woods, Canada
"I've been looking forward for such a thing. Honestly, I think this would help me manage my on calls much better"
Rosabella, CA, USA
09
DESIGN explorations
We did an extensive explorations for designs
On call
teams
Ongoing
schedules
Duration
Alerts counter
Currently on call
indicator
other explorations
10
Final Designs
With all these explorations, we finalised on one set of widgets, in three sizes.
11
FUTURE SCOPES
Confluence
&
Trello
Build the widgets for
Android
12
IMPACT & OUTCOMES
+14%
Increase in CSAT scores for Jira Cloud Application in iOS
6.8/7
SEQ score for new widgets, in a sample size of 12 participants
87%
Adoption of new ops widgets within first two weeks of launch in closed beta
32%
Increase in MRR in usage of Jira Cloud App after the launch of widgets
13
LEARNINGS
āļø
Seize the Moment
Embraced an agile approach to capitalize on the iOS widget opportunity.
Collaborated closely with stakeholders ensuring alignment with user needs and business goals.
Iterated quickly on designs, delivering a polished product within a tight timeframe.
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Play as a team
Fostered open communication and built strong relationships with stakeholders.
Actively addressed inputs & concerns, to align with broader product strategy.
Proactively kept stakeholders informed and engaged throughout the process.
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build with heart & Balance
Prioritized the creation of delightful and intuitive designs that evoked positive emotions.
Designed micro-interactions to enhance the overall user experience.
Conducted usability testing to gather feedback to refine the design accordingly.
