Product design
PagerDuty
Mobile App
MY ROLE: Product Designer
THE GOAL: PagerDuty was focused on its desktop platform for incident management. Data from usability research revealed a large mobile audience. Our goal was to improve usability of existing PagerDuty mobile application to meet users' needs.
THE APPROACH: I conducted user research (including putting myself on-call), created prototypes, performed usability testing, iterated on designs, and launched redesign of userflows and visual design.
THE RESULTS: The redesign incrementally increased user engagement each month by 25+%. Ratings on the App Store and Google Play increased from 2.0 to 4.8 stars.
- Art Direction
- UX Research
- Mobile Design
- Visual Design
- Design System
Process
PagerDuty is a cloud computing company that produces a SaaS incident response platform for IT departments.
At the start of the project, I had several meetings and discussions with product managers and the mobile engineers. Once a project goal, timeline, and resources were decided, I drafted a creative brief.
Once the project was kicked off, I began conducting user research. I interviewed several PagerDuty engineers. Once I had a good grasp on the different personas, I created flowcharts, wireframes, UI specifications, pixel perfect mockups, and improved overall user experience.
Color plays an important role in the PagerDuty brand, in particular, the status of incidents in the desktp and mobile apps. I worked closely with the UX Engineers to redesign the PagerDuty mobile app and reinforce the PagerDuty brand.
Collaboration
The PagerDuty mobile app redesign was a collaboration with designers, product managers, and engineers. During the design, I sat with the designers and we had several design critiques with the mockups and prototypes. Once the designs were finalized, I created redlines (for iOS and Android) and a UI Kit. I delivered the redlines and UI Kit to the mobile engineers. I also moved my desk to work next to the engineers to collaborate more closely.
Positive Feedback
"Incidents occur when I am away from my desk, so the new PagerDuty mobile application makes it easy for me to manage incidents on-the-go. I can acknowledge and re-assign incidents with a few clicks and lower my MTTR."
– Rob Cameron, Principal Engineer, Cloud DevOps, NetSkope
"Great way to stay alert. The October 2013 update is awesome. The mobile app is now fully functional. Great work guys. Been a fan of the service for 3 years."
– Stan Sorochan, EPAM Systems
"New version is way better. The new version fixes usability. Great update!"
– Guilherme M. Nogueira, INRIA
