Moto Feedback
Implementing a robust on-device feedback tool emerged as a critical necessity to streamline user support and improve issue resolution directly within the Moto experience. One of the primary challenges was aligning multiple cross-functional teams around a unified implementation, given the diversity of squads and technical constraints. To address this, we developed a structured solution that guided all teams to systematically map potential error states within their features and guide user feedback at key friction points. This approach not only helped prevent incomplete or misdirected log uploads but also empowered users to provide contextual insights, significantly enhancing the quality and relevance of reported issues.
Start here
The Moto Feedback Project reimagines how we capture and act on user feedback—turning a fragmented process into a seamless, intuitive system. By connecting users and cross-functional teams through smarter design and data, we’ve created a tool that drives product improvement and puts the user voice at the center.
Framing the problem
Our first goal was to understand the shortcomings in the current system, identify user pain points, and map out key interaction touchpoints.
The project began with a comprehensive exploration of the existing feedback and bug-reporting processes for Moto device users. Through stakeholder interviews, user journey mapping, and data analysis, we uncovered several critical gaps:
Feedback channels were fragmented and inconsistent.
Users were unaware of how or where to report bugs.
The current process lacked guidance, leading to drop-offs.
This framing phase helped us clarify the user needs and business opportunities, setting a foundation for the design of a more intuitive and effective feedback system.
Journey map
The discovery phase uncovered critical gaps in the feedback process, such as unclear entry points, low engagement, and inconsistent reporting. These insights were transformed into a comprehensive user journey map, detailing two key feedback paths. The first is the enhanced on-device feedback, designed for advanced issue reporting that captures detailed log information to support technical diagnostics. The second is the standard device feedback journey, which includes both passive flows—where users voluntarily submit feedback—and active flows, where the CX team proactively engages users via push notifications. This mapping clarified pain points, highlighted opportunities for improvement, and became a foundational tool to drive design, ensuring the solution was intuitive, efficient, and aligned with both user needs and internal workflows.
Implementation V.1
The implementation phase brought significant challenges, especially with a lean development team balancing multiple projects in parallel, often rotating focus between priorities. This required constant alignment, flexibility, and close collaboration to maintain progress without compromising quality. Post-development, the design team played a critical role in an intensive UI debugging and quality review process, ensuring that visual consistency, usability, and functional details met the intended standards. This hands-on design involvement was crucial to refining edge cases, optimizing interactions, and delivering a polished user experience despite the constraints.
Data Tracking & Cross-Team Integration
To maximize the value of the feedback, we established a cross-functional collaboration model involving CX, product management, design, QA, and engineering teams. This included:
Regular feedback review syncs with product teams to surface recurring user issues and prioritize fixes or enhancements.
Dashboards and automated reports to make data actionable and transparent across teams.
Track best practices for interpreting, triaging, and integrating user feedback into their product roadmaps.
This cross-team integration transformed the feedback system into a strategic tool for product quality and user satisfaction, rather than just a reactive support channel.