Bug Tracker

Keep>Going First Aid

The goal was to design an internal ticketing system for QA testers, support teams and developers to manage surging player feedback following a game’s successful launch.

Project Overview

Deliverables

  • Market Analysis (Competitor Analysis, Market Trends)

  • User Research (Stakeholder Analysis, User Personas)

  • Development (Feature Requirements, Swimlane Diagram)

  • Wireframes

  • Functional MVP

The objective of this project is to design an internal ticketing system that empowers Keep>Going First Aid’s team to effectively manage and resolve reported issues from their mobile game. This system will streamline the bug reporting and resolution workflow, ensuring that critical issues are addressed promptly while minimizing the impact of less relevant feedback.

Key Goals

  • Centralized Issue Management

  • User Role Differentiation

  • Prioritization & Categorization

  • Seamless Collaboration

  • Data Insights and Reporting

Discover & Define

The launch was a big hit!

The launch of Keep>Going First Aid’s mobile game was a huge success. As the player base grows so do the number of issues. In our initial meeting they express that they were having a hard time pleasing everyone. Some of their players are just ranting but other have discovered valid bug/glitches. Keep>Going First Aid is looking to have an internal tool designed to help their team keep pace.

Primary Users

Quality Assurance (QA) Testers

Support Team

Developers

 
Market Analysis

Competitor Analysis

Strategic Takeaways

  • Balance Complexity & Usability — Keep it feature rich but easy to navigate, avoiding the steep learning curve of Jira

  • Modern UI is a Competitive Edge — Uploading the interface for simplicity and aesthetics could help differentiate from Bugzilla and Trac.

  • Customization is Key — Providing flexible workflows and plugin support can cater to a variety of user needs.

  • Accessibility Matter — Ensuring a web-based, intuitive experience like will improve adoption among non-technical users. 

Market Analysis

The Rising Demand for Bug Tracking Software (Market Trend)

The Bug Tracking Software market is on an explosive growth trajectory, with its global value skyrocketing from $351.19 million in 2022 to a projected $629.91 million by 2028—a rapid climb fueled by a 10.23% annual growth rate. As software development accelerates across industries, the demand for efficient bug tracking solutions has never been higher.

However, a surprising challenge remains: 96% of players never report the bugs they encounter. This gap highlights the urgent need for proactive, automated bug detection that doesn’t rely solely on user feedback.

The impact of efficient bug tracking goes beyond fixing glitches—it’s a game-changer for project management. Research suggests that dedicated project management tools can slash project completion times by up to 50% (Asana, n.d.), proving that seamless bug resolution isn't just about cleaner code—it’s about faster, more efficient development cycles.

With these trends shaping the future, bug tracking software is no longer just an operational tool—it’s a strategic asset for innovation and efficiency.

4%

Of players report bugs/glitches

50%

Reduction in time to complete project

20%

Cost reduction of serving customers

15%

Revenue Increase Potential

User Research

StakeHolder Analysis

Project Manager

Demographics

  • Age Range: 30-50

  • Experience Level: Mid to senior-level professionals with 5+ years in project management

  • Education: Often hold degrees in business, IT, or project management (PMP Cert.)

  • Work Environment: Office-based, hybrid, or remote, often managing multiple projects at once

Roles & Responsibilities

  • Oversee the development cycle from planning to release

  • Prioritize and assign tasks based on project timelines

  • Ensure communication between teams (QA, developers, leadership)

  • Monitor key performance indicators (KPIs) and deadlines

  • Manage risk and resolve bottlenecks in the development process

Potential Needs & Challenges

  • A high-level dashboard for tracking bug resolution progress

  • Clear reporting and analytics for informed decision-making

  • Difficulty in identifying critical bugs vs. minor issues

  • Managing resource allocation efficiently for bug resolution

  • Ensuring effective communication between QA and development teams

Quality Assurance Tester

Roles & Responsibilities

  • Identify, document, and report bugs in the game

  • Conduct manual and automated testing to ensure game stability

  • Verify bug fixes and ensure issues don’t reoccur

  • Collaborate with developers to provide detailed bug reports

  • Maintain test cases and scripts for ongoing testing

Demographics

  • Age Range: 22-40 years old

  • Experience Level: Entry to mid-level professionals with 1-8 years of experience

  • Education: Often have degrees in computer science, software engineering, or certifications in QA testing

  • Work Environment: Typically work in structured testing labs or remotely with testing environments

Potential Needs & Challenges

  • Easy-to-use bug reporting interface to quickly log issues

  • Screenshots, video recording, and logs integration for detailed bug reports

  • Automated tracking of unresolved issues and assigned priorities

  • Handling high volumes of player-reported issues efficiently

  • Ensuring that critical bugs are prioritized over minor glitches

  • Communicating technical details effectively to developers

Game Developer

Demographics

  • Age Range: 25-45 years old

  • Experience Level: Mid to senior-level professionals with 3-15 years in game development

  • Education: Degrees in computer science, game development, or related fields

  • Work Environment: Hybrid or remote, often working in agile teams

Roles & Responsibilities

  • Fix and resolve bugs reported by QA and players

  • Optimize game performance and ensure stable releases

  • Work with QA testers to replicate and understand issues

  • Maintain game codebase and implement patches

  • Collaborate with project managers to align with deadlines

Potential Needs & Challenges

  • Clear and structured bug reports with steps to reproduce issues

  • Ability to track bug statuses (open, in progress, resolved)

  • Integration with version control systems like GitHub or Bitbucket

  • Struggling with vague or incomplete bug reports

  • Time constraints when working on multiple bug fixes

  • Ensuring that fixes do not introduce new issues

User Research

User Personas

Oliva Harrison

Project Manager

34 years old

PMP Certified

Goals

  • Project success; ensure the successful development and release of product

  • Efficient team coordination; ensuring they work cohesively to meet project milestones and deadlines

Needs

  • Customizable dashboard

  • Analytical resources

  • Means of communication

Ethan Mitchell

QA Tester

23 years old

ISTQB Certification

Goals

  • Identify and reports bug to improve its overall quality and provide players with a seamless gaming experience

  • Collaborate effectively; ensure issues are understood and documented sufficiently

Needs

  • Testing environment

  • Reporting tools

  • Ticket categorization

Ryan Pinger

Game Developer

30 years old

Computer Science B.S.

Goals

  • Contribute to the game’s ongoing development, address and resolve reported bugs

  • Managing assigned tasks; updating documentation accordingly

Needs

  • Ticket dashboard

  • Repository integration 

Development

Feature Requirements

Ticket Tagging

All Stakeholders

Customizable Dashboard

All Stakeholders

Code Repository integration

Developer

Bug Reporting form

QA Tester

Ticket Tagging is a core feature that enables users to assign relevant tags and labels to bug reports within the tracking system. These tags act as metadata, helping categorize issues and provide additional context. By implementing this feature, users can efficiently organize, search, and prioritize tickets, ensuring that critical bugs receive the attention they need while streamlining the overall workflow.

The Customizable Dashboard feature enables users to personalize their dashboard within the ticket management system. Users can tailor the displayed information and visual elements to match their specific needs and roles, ensuring quick access to the most relevant data. This flexibility enhances workflow efficiency, visibility, and decision-making, allowing each stakeholder to focus on what matters most to them.

The Code Repository Integration feature connects the bug tracking system with version control platforms like GitHub, GitLab, or Bitbucket. This allows developers to link bug reports to specific commits, branches, or pull requests, streamlining the debugging process. By integrating code repositories, teams can track code changes related to bug fixes, improve collaboration, and ensure a seamless workflow between development and issue resolution.

The Bug Reporting Form provides a structured and intuitive interface for users to submit detailed bug reports efficiently. It includes essential fields such as issue description, severity level, steps to reproduce, screenshots or video attachments, and affected platform or version. This feature ensures that reported bugs contain comprehensive and actionable information, allowing QA testers and developers to quickly diagnose and resolve issues with minimal back-and-forth communication.

Development

Swimlane Diagram 

Ideate

Lo-FI Wireframes

Context

Bug Reporting form

  1. Vertical Navigation Menu - The primary navigation hub for users, allowing quick access to key sections. It also includes filtering options to help users focus on relevant tasks, enhancing productivity and workflow efficiency.

  2. Dashboard Header - This section displays the title of the current page, providing users with clear context on their location within the product. It helps ensure easy navigation and orientation throughout the interface.

  3. Team Member Indicator - Displays a real-time preview of team members currently online within the workgroup, promoting collaboration and quick communication.

  4. Search - Enables users to input keywords and quickly retrieve relevant data by searching against the database, improving efficiency and accessibility.

  5. Bug Report Form - Collects detailed context for bugs reported by QA testers. The captured data can later be used for filtering, categorization, and prioritization, ensuring efficient bug tracking and resolution.

  6. CTAs - Provides users with three key options to control their workflow. These options enhance flexibility and user control over the submission process.

Context

DashBoard

  1. Add Chart - Initiates the workflow for creating a new chart (dashboard widget). Charts provide quick previews of key data points, enhancing project management insights and productivity tracking.

  2. Dashboard Management - Allows users to customize dashboard layout and manage widgets, including options to reposition, delete, or archive widgets for a more personalized and efficient workspace.

  3. Bento box of widgets - Offers a quick-access view of key data, enabling users to efficiently manage projects, track resources, and monitor progress within a structured dashboard layout.

Context

Projects Details

  1. Add Board (Selected) -

  2. Project ID bar -

  3. Board Management -

  4. Kanban Board Card -

Context

Bug Tracking

  1. Progress Tracking -

  2. Ticket Inbox -

  3. Table Filtering -

Context

Bug TIcket Details

  1. Ticket Details -

  2. Status -

  3. Attached Files -

  4. Activity -

Context

Projects

  1. Project Card -

  2. Start a new project -

  3. Central Project Hub -