Report and replay

A customer added a coffee and expected their plan to change. It did not. In three clips: they show what they did, support reads it, and support walks the same path in the app.

1. The customer shows what they did

fika.example

• Nothing is noted until they press Report a problem, and nothing after Done.
• Every step is masked before they see it. “Press a button”, not the name of the coffee. The list they approve is exactly what is sent.
• They say what went wrong in one sentence of their own.

2. Support reads it in the portal

portal.example

• The note, the pages and the steps, and the day the report will be deleted.
• How each step is found again, which is what makes the next clip possible.

3. Support replays it in the app

fika.example

• The same teaching cursor, following the customer’s path rather than a guide’s.
• It says what it is first, so nobody takes it for the right way to do it.
• Support does every click, in their own account. Where their data differs from the customer’s, the replay says it cannot find a step, and that difference is often the bug.

Turn this on for your own app: Let users report a problem.