Timeline:
Nov '22 - Apr '23.
Product:
Jira.
My role:
Sole designer leading end-to-end design and research, collaborating with 1 product manager and 13 engineers.
Impact:
The feature's CSAT increased from 59% to 78%, contributing to an overall improvement of 2.9% in Jira's CSAT.
Overview:
Jira, a 22-year-old issue and project tracking tool, is used by thousands of teams. In 2022, as part of the company's efforts to boost Jira's CSAT and usability, my team in the Jira platform was tasked with revamping bulk operations experience.
Bulk operations enables users to perform tasks like editing issue fields, updating their statuses, moving issues between different Jira projects in bulk. While this is a powerful tool for managing multiple issues at once, especially for enterprise customers with thousands of issues, but current experience was extremely slow, dated, difficult to use.
HMW simplify the bulk operations experience to make it more intuitive and easy to use?
The Pain:
To better understand the problem, I led preliminary research that involved a SEQ test with six users and an analysis of user feedback from CSAT surveys and request tickets (JAC) over the past five years. This uncovered several issues with the experience, pointing out key themes:
The feature is difficult to locate: Users were not able to find the bulk operations actions as there isn't a clear indication on the screen.
Unnecessarily long flow: Users found this process too long with lot of steps, increasing the likelihood of errors and lack of clarity.
Information overload: User found performing any function presents too much information upfront, making the process intimidating.
— Frustrated user.
💢 Snippet of current dated experience
Why improve this now?
Despite Jira's widespread use, customer satisfaction (CSAT) has been declining. Frustrating experiences like these lead to user dissatisfaction, making it crucial for the company to improve core features within Jira.
The revamp:
Below are the quick highlights of the new and improved solutions:
All about the focus: Inline tool bar and focused side-bar to perform all the bulk operations within context.
Find what you want: Users can easily search for the specific field they want to edit, rather than being overwhelmed by all fields (which could be 200+) displayed upfront.
Complexity made easy: Bulk move and status changes are the most complex operations. We simplified the flow by breaking them down into a contextual, step-by-step process.
Be confident: We introduced a preview screen to ensure users are always confident about the changes they make.
The Impact:
After releasing the new experience, the CSAT for bulk ops boosted from 59% to 78%.
This boosted Jira's CSAT by 2.9%.
The new experience scored a usability score of 6.8, outperforming the company's benchmark of achieving 5.5.
🫰 Hear from a happy user!
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