Polaris Office
All-in-one Office of 60 Million People Over the World
Problem Solving for Complaints of File Loss
•Duration: Jul 2016 ~ Sep 2016
•Client: Polaris Office ▶︎
•My Role: Problem Solving & UI Design
•All Project Members (10) ▼
The Platform | Android App and iOS App
The Goal
Solve misplaced complaints which users were confused due to login with a different account unintentionally.
The Outcome
A new policy and interfaces to prevent users from creating several accounts were designed.
After that, inquiries on the same problems have not been reported.
The Process & The Timeline
Why We Started the Project
As a cloud office, if someone asked what was the most critical bug, the answer was “File loss”.
More than four complaints per week about "File loss" were constantly reported.
Given unreported user errors, it was the critical concern which we urgently demanded to tackle.
Explore & Empathise
The analysis of file loss complaints
Analysis of 26 complaints indicated that the most common reason was
users could not find their files because of "logging in with a different account".
Moreover, the majority of the complaints was reported by Android users.
14 cases were examined, and we found out users with the complaint had up to four accounts.
Also, they were average users, far from outliers and confused with their accounts.
The process of login, creating an account and an unintended logout completely threw users for a loop.
Users could not remember their account and went astray on the login view.
The Starting Point
The Android app recommended an account based on the Google Email to help users easily get started, but users were unaware of their account.
The Cause
From time to time, system errors caused an unintended logout.
The Confusion
After the unintended logout, users were confused with an account and tended to choose "Sign in with Google or Facebook" with speculations.
Envisage
I designed a feature and hints to help people find their accounts and developed the prevention of creating unintended accounts.
Helping Memory Loss
•An account lately logged in was always displayed in the email field.
•A new feature “Find My Account” provided the list of accounts logged in on the device.
•Personal information was protected with confirmation and encryption.
Forgiveness
•A notification was provided when users were about to create new accounts.
Hints
•The date on the setting view indicating when the account was created helped users presume the cause of their problem.
The Outcome
We had no relevant complaints following the update during five-month monitoring.
Additionally, unintended account creating was prevented: the number of users who logged in with more than two accounts on one device has not increased.
PROJECT MEMBERS
Design
• UI Hyejin Lee
• GUI
- Concept & Android Jasmine Im
- iOS Olivia Gwak
Development
• Server Paschal Kim
• Android Russel Kim
• iOS Harry Lee
Quality Assurance
• Android Charlize Han
• iOS Rosa Lee
Support
• Data mining Liam Lee
• Customer support Dew Kim & Kate Yoo