At the heart of our mission is a commitment to creating tools that are not only powerful but also intuitive and easy to use. We know that sometimes, even when a feature works perfectly from a technical standpoint, the design or flow can still cause frustration. To better address these challenges, we are excited to announce that our UX Bug Reporting Process is now available to all clients.
What is a UX Bug?
We define a UX bug as an issue where functionality behaves as intended technically, but the design, layout, or user flow causes confusion or inefficiency. In short, it’s when the product is working, but it’s harder to use than it should be.
Why This Matters
Previously, many usability issues were directed towards a feature request. By integrating UX bugs into our standard support workflow, we can triage, prioritize, and resolve them with the same rigor as functional bugs.
This process was piloted throughout 2025 within Higher Education institutions. In the last year, 205 UX bugs were identified and 102 UX bugs were resolved.
How to Report a UX Bug
Reporting a UX bug is now as simple as submitting a standard support ticket. To help our teams address your feedback quickly, please use the following framework when opening a ticket:
- Subject: UX Bug - followed by a brief description.
- Expected Behavior: Briefly describe what you expected to happen or how you expected the workflow to feel.
- Link: Provide a direct link to the page where you encountered the issue.
- Context: Tell us how this impacts teaching and learning at your institution.
- Supporting Materials: If possible, include screenshots or a quick screencast to show the issue in action.
What Happens Next?
Once submitted, your ticket will be triaged by our support and product teams:
- Categorization: We will determine if the issue is a UX bug or a feature request.
- Prioritization: Confirmed UX bugs will be assigned a priority level and scheduled for development alongside functional bugs.
- Transparency: A UX bug could be classified as "Closed-No Action” if a fix would conflict with accessibility or privacy requirements or if the resolution is part of a planned solution in the near future.
UX bugs will also be included in our standard known issues process, providing even greater visibility into the improvements we are making.
We want to thank the pilot institutions whose feedback throughout 2025 helped us refine this process and we look forward to working together to make our platform better for everyone.
