In-App Bug Reporting Tool

Birdie – Simplifying bug reporting & Tracking for Power Traders

Timeline

July 2024 (1 Month)

Key areas

UX Research, Interaction Design, Dashboard UX, Usability Testing

People involved

1 Product Designer, 1 PM, 5 Engineers, CX Team

Birdie is an in-app bug reporting tool designed for Probo’s power traders, enabling quick, screenshot-based reporting with annotation and tracking.

My role as a Product designer was to find find why the UI tickets were getting delayed and Designing easier method to share.

50%

Drop in UI support tickets

(from 12% to 6%)

70%

Faster bug assignment time

(1 day → 3 hours)

Simplifying Bug Tracking

Premise

Problems

UX Process

Improvements

Results

Further Impact

Next Case Study

Novatr: Task Assessment Case Study

Premise

As Probo scaled to over 1.5 lakh daily active users across 10+ categories, bug reporting became increasingly chaotic. While the customer support team efficiently handled monetary and functional issues, UI/UX bugs were often deprioritised—creating long-term friction for our most loyal users: the power traders.

Problem

Even as the app got better and bigger, reporting bugs remained messy:

☎️

Users, mostly power traders, were reporting issues on WhatsApp, via community managers, or in the help section.

⬇️

Support teams gave priority to money-related issues, so UI bugs were often delayed or ignored.

🕒

Internally, it took time to figure out who should fix what, and many reports lacked clear details.

Users

We focused on Probo’s most active and invested users: Power and Ultra-Power Traders

Traders usage behaviour

  • Spend 3–9 hours a day on the app

  • Portfolios worth ₹10 Lakhs to ₹10 Crores

  • Expect quick and smooth user experience

These users are deeply familiar with the app. They know when something is off, but had no easy way to report bugs until now.

This leads to ↓

😕

Reports getting buried in WhatsApp groups or CS queues

😕

Users unable to know what happened after they raised an issue

🎯
Objectives

Build a simple in-app tool where users can:

  • Report bugs clearly with screenshots

  • Add helpful notes

  • See updates on their reports

  • Help the team act faster with better information

🎯 Objective

Design Process

📋 Requirement and user stories

Internal Team

  • I want to see all new tickets in one place.

  • I want to filter tickets by team, status, or urgency.

  • I want to quickly assign tickets to the right person.

  • I want to send replies to users from the dashboard.

  • I want to track ticket progress easily.

  • I want to spot patterns in ticket types and delays.

Pro Traders

  • I want to choose between reporting a bug or suggesting an idea.

  • I want to add a short title and description.

  • I want to upload a screenshot or video to show the issue.

  • I want to highlight or blur parts of the image.

  • I want to add notes to explain better.

  • I want to get updates on my report.

✍️ Defining user flows and backend processes

User Flow Diagram

Raising a ticket

Click to enlarge

Service Diagram

Managing tickets

Click to enlarge

Hi-Fidelity UI 1/2

Raising a ticket

01

Take screenshot to start

Easy to begin with and the screenshot is automatically attached to the ticket

02

02

Add categories, text and even add more images to describe the concern

Add details to your ticket

03

03

User can highlight certain area to point towards a certain UI section. A blurring tool is given to hide sensitive information like portfolio worth

Highlight or Blur the screenshots

04

04

Add a screen recording for complex user flows

A easy to use screen recording feature to help attach a video of their workflow highlighting a multipage issue

05

05

Tickets list & Ticket Detail page

From the menu section of app user can find the list of tickets raised till date and their statuses. In the detail page user can read their tickets and responses recieved from cusomter support team

02

Add details to your ticket

Add categories, text and even add more images to describe the concern

03

Highlight or Blur the screenshots

User can highlight certain area to point towards a certain UI section. A blurring tool is given to hide sensitive information like portfolio worth

04

Add a screen recording for complex user flows

A easy to use screen recording feature to help attach a video of their workflow highlighting a multipage issue

05

Tickets list &

Ticket Detail page

From the menu section of app user can find the list of tickets raised till date and their statuses. In the detail page user can read their tickets and responses recieved from cusomter support team

01

01

Take screenshot to start

Easy to begin with and the screenshot is automatically attached to the ticket

Hi-Fidelity UI 2/2

Managing tickets

UI of this internal dashboard is based on MUI design library, which helped in faster Design<> Development cycles

💡 High Level Process: Receive Ticket > Delegate or Defer > Wait till it's resolved > Notify User

List of tickets raised by user in a single dashboard

Team member from CS can check the tickets raised till date here and can take action like canceling, viewing, or go to details of a single ticket

Smart Filters for Efficient Ticket Management

Filter by type, category, team, or status to quickly find, assign, and track the right tickets without any clutter.

Assigning individual ticket to relevant team

After checking the ticket CS can delegate the ticket to relevant team e.g. backend, revenue etc. This means they have to add the clickup link to this ticket (at the end of form)

Iteration and Improvement

We tested the tool with real users:

  • Users found the flow easy to understand

  • Traders appreciated having more control over bug reporting

A few improvements after the beta release

Warning for Duplicate ticket

A lot of users inadverdently started raising similar tickets, so we put a warning before they submit. This was based on word match, if word match > 60% we showed this warning bottom sheet

Tutorial for beginner users

This feature was launched on whatsapp communities, still users were having difficulty finding that message, so we put tutorial in a dedicated place inside the product as well.

This feature was launched on whatsapp communities, still users were having difficulty finding that message, so we put tutorial in a dedicated place inside the product as well.

Tutorial for beginner users

01

A lot of users inadverdently started raising similar tickets, so we put a warning before they submit. This was based on word match, if word match > 60% we showed this warning bottom sheet

Warning for Duplicate ticket

🚀 Results in the First Month

780

bugs were reported

750 of those were resolved — 96% success rate

30%

Bug assignment time dropped

(1 day → 3 hours)

50%

UI Bug tickets dropped

From 12% to 6%

Qualitative feedback was overwhelmingly positive, with users proudly recognizing their role in product improvement, stating things like, “This bug was fixed because of me!”

🌱 What’s Next

  • Internal teams worked faster with better tools

  • The dashboard helped bring order to the process

  • We turned Birdie into an SDK to use in other Probo products

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OPG

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Hey, I’m Om Prakash Ghuniyal. I’ve been designing products for the last 6 years—mostly 0→1 stuff, systems that scale, and things that actually move the needle. Currently, I work as a Senior Product Designer at Probo, where I build for real-money traders who make decisions in seconds and expect zero friction.

My background’s in Materials Science from IIT Kanpur, but I found design more exciting than engineering metals. Since then, I’ve worked across EdTech, AI tools, and trading platforms—shaping user journeys, leading design systems, and tying UX to real business outcomes.

Outside of work, I love bike trips, lame puns, and observing how people use products in ways we never intended. I like keeping things simple both in life and in design.

OPG

Quick Links

Linkedin

Instagram

Portfolio Home

Latest Works

Hey, I’m Om Prakash Ghuniyal. I’ve been designing products for the last 6 years—mostly 0→1 stuff, systems that scale, and things that actually move the needle. Currently, I work as a Senior Product Designer at Probo, where I build for real-money traders who make decisions in seconds and expect zero friction.

My background’s in Materials Science from IIT Kanpur, but I found design more exciting than engineering metals. Since then, I’ve worked across EdTech, AI tools, and trading platforms—shaping user journeys, leading design systems, and tying UX to real business outcomes.

Outside of work, I love bike trips, lame puns, and observing how people use products in ways we never intended. I like keeping things simple both in life and in design.

Linkedin ↗

Linkedin ↗