Product designers like Megan send dozens of tickets into the inboxes of all stakeholders daily. However, giving feedback is time-consuming because they all have different needs and work in different tools
Megan Carrier is the Lead Product Designer at Mantra Health, a leading company offering mental healthcare for university students through a unique approach.
As they put it, they believe in the power of collaboration, measurement-informed care and lifestyle-changes to achieve superior clinical outcomes.
Mantra Health's approach to mental health support is largely through their online platform. There, they have a lot of stakeholders like engineers, medical professionals and QA testers working together in the digital sphere.
As they work in the medical field, they handle a lot of sensitive information. Which means they also need a high level of security.
When we asked Megan about the original Mantra Health workflow, all she said was: "oh boy."
Oh boy indeed!
The original workflow centred around verbal communication. A lot of talking through plans and bugs, which works great when you are a smaller company.
However, Mantra Health grew so fast that collecting feedback in Google Sheets and Slack did not work as they wanted.
Especially during testing phases, when all moving parts had to be linked and checked, issues arose. Things still got lost when translating information to the platform.
"Where Marker.io helps us the most is the removal of barriers. Manually taking a screenshot, switching tools, creating tasks and more creates a friction. Removing that friction helps us to move faster."
So, the growing company switched from Google Sheets to Clubhouse (for the engineers) and Asana (for the marketing and product team). Both are amazing issue tracking tools with a lot of functionalities!
Still, this was not enough because Megan does most of the testing herself. She has to test a lot and send these issues to the right person quickly.
Mantra Health is going through a rapid growth and they are building things so quickly that bugs need to reported and resolved as fast as possible! Plus, being on two different platforms does add the potential danger of communication loss.
Enter Marker.io, mostly used by Megan and the COO who are constantly reporting and tracking issues.
With Marker.io, the workflow of Mantra Health has a lot less steps, because Megan can screenshot, add, and send off to the right person in seconds. No more Google Sheets and endless Slack threads!
"Even on the busiest days, I know that I won't waste time with some quick, yet detailed bug reports and feedback tickets. I don't need to save any screenshots on my desktop, and that's good. Desktops is where screenshots go to die."
Anything gets send straight into Asana and Clubhouse. The reports Megan makes now move without any friction into the ecosystem of the correct engineer or assignee!
Never leaving the testing flow
As the Lead Product Designer, Megan does a lot of QA testing tickets, and she needs to send those to the right person of course.
In her old flow, she would need to take at least 9 steps to submit a bug into Asana or Clubhouse.
- Spotting a bug
- Taking a screenshot
- Going to Figma to pull in the screenshot
- Pasting the screenshot in
- Annotating it
- Pasting everything into a new Clubhouse or Asana task
- Typing out long explanations
- Manually adding technical info (and sometimes forgetting some 😅)
- Double checking she is in the correct issue tracking tool
"I use two destinations. One is for the bugs and the other the QA team. So, I can just send anything I find straight into Clubhouse or Asana. And I know it's in the project of the right engineer. It's in their ecosystem."
The same goes when she finds a bug. Marker.io automatically attaches all information developers and engineers need to reproduce bugs, so Megan can just submit and go on with her day!
What information do developers always need, you ask?
- Page URL
- Console logs
- Environment data (browser, operating system, zoom level and screen size)
Megan never has to hunt for these details, and her engineers always have them to make resolving any issues a lot easier.
Now, Megan does not even need to stop the QA testing flow to capture errors or feedback. She just snaps the issue right there, adds some annotation or short explanation, and then sends it off.
- Take a screenshot with Marker.io when she spots a problem on the platform
- Add an annotation on the screenshot if needed, and add a title and short description
- Send off the issue with one click
Whether Megan needs to send feedback to Asana, or a bug ticket to Clubhouse, she now knows she can do it in seconds.
Marker.io and Mantra Health
Megan has been loving Marker.io since she started using it.
When Megan tests all the different possible flows, she needs to take that into account. Sending feedback, a bug report or issue into the right destination is important for efficiency.
Both Megan and Mantra Health never want to go back to a manual testing flow!
Thank you Megan for the interview!