No-code troubleshooting to enable citizen developer
Contextualized solving workflow issues in the user interface of Bridge by Smartsheet to support users without programming expertise.
Problem and hypothesis
Bridge by Smartsheet required programming knowledge to access all actions executed by a workflow run and to identify its occurred errors. Based on interviews, we hypothesised that users need a way to troubleshoot their workflow within the product user interface.
Collaboration and my role
I was the sole UX designer on an Agile team comprised of a product manager and 9 developers. I was responsible for analysing user research, mapping and designing the improved experience, while closely collaborating with the team on ideation, prioritisation, user research and implementation. I also had the support of a UX writer, and a wider design team from Seattle, US to utilise and expand Smartsheet design system.
Progress to solution
Some participants of the Bridge beta program provided feedback that they can’t progress with the workflow built due to errors. Additionally, usability testing showed that users, who are progressing, create their own complex solutions outside Bridge to minimise and solve errors inside the application. It mainly concerned the data referencing process. We decided to design the Run Log in the context of a workflow that shows all executed actions, their data and errors, by default.
Problem-solving solution
We conducted additional usability testing through the design process and at its end. The MVP version proved to enable citizen developers to identify and correct workflow issues easily. Advanced users also found that the new Run Log reduced their workflow built time, and did not require solutions outside of Bridge.
Challenges
The first ideation process was based on more experienced users requests, and not observing what users actually did in Bridge. We conducted user testing on the low-fi prototype of the first proposal, and concluded with a total change of direction. We steered away from minimising the errors to enabling error identification first. We also made extensive decisions about scope of the project that could have taken years, and together with the product manager and software development engineer, we managed to identify a feasible minimal value product for our user base.
Outcomes for users and business
Because users, who don’t have a background in computer science, were now able to progress their workflow built without support intervention, the decision was made that Bridge by Smartsheet is ready to be launched for general access on 9th July 2020. The positive feedback from beta program users confirmed faster workflow building.
What I learned
Because of this project, I realised the importance of checking the given hypothesis of the problem, and of testing it as soon as possible with the users. It brought me closer to users, tightening collaboration with them at all stages of the design process.