Lost Photos Troubleshooter — Dania Abdulhamid

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Terminology

AB stands for Auto Backup.

There are two states a user can be in: Autobackup ON or Autobackup OFF.

A third state, AB-STOPPED, is when backup is on but has stopped running, for example when the user is out of storage.

1 / 14 Arrow keys, or scroll

Lost Photos Troubleshooter — SPR, March 2023

Build in-app tool

Vision storyboard: from excitement, to panic at missing photos, to finding them again

M1 solution: permanent entry points, contextual entry points, and a list of fixed options

Permanent entry points — the account menu is struck through, leaving help and feedback, and backup overview — We removed the account entry point because another team outside of ours owns it, and we had more coordinating to do with them. We agreed on seeing how it performs in the other experiments before promoting it to such a high visibility place.

Contextual entry points — library, search, and potentially the grid — We went through a process of deciding what the X number of searches and scrolls would be. We decided around 3 for each, because more than 3 searches in a row is uncommon across the general user population, but 3+ searches is common among people who left user or help center complaints that they were missing photos.

The troubleshooter across backup states: off, on, and stopped

Rationale for each step in the list, part one

Rationale for each step in the list, part two

Of the options we came up with, what did not make it to the troubleshooter and why

M1 success metrics

Collect more data

What questions do we want to answer about the root cause

Alternative UX writing approaches — Option A, B and C

← Google Photos backup