Proton Mail - Encrypted Email

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

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All Insights

TOP INSIGHTS

A weekly roundup of Proton Mail - Encrypted Email's key feedback

Unread Email Bug

A significant number of users, approximately 20%, report issues with emails not being marked as read after opening, leading to persistent unread notifications. This bug requires users to repeatedly open emails or restart the app to clear notifications.

Emails remain marked as unread even after being opened, causing persistent notification badges.

Update-Induced Bugs

Around 25% of users experience new bugs and glitches following recent updates, such as issues with email syncing, app freezing, and broken functionalities like swiping actions. These problems have led to a decline in user satisfaction and app reliability.

The latest update introduced bugs that cause the app to freeze and disrupt email syncing.

Draft Saving Issues

Approximately 15% of users are frustrated by the app's inability to save drafts properly, especially when closing the draft window, leading to lost work and inefficiency.

Closing a draft without saving results in lost emails, which is frustrating and inefficient.

UI and Usability Concerns

About 18% of users find the new user interface cumbersome, with issues like overly sensitive swipe actions and inconsistent design elements across Proton's apps, which detract from the overall user experience.

The new UI is difficult to use, with swipe actions often misinterpreted, making navigation frustrating.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Tutanota

Tutanota receives high praise for its privacy features and user-friendly interface. Users appreciate the lack of ads and spam, and many find it a reliable alternative to mainstream email services. However, some users report issues with account access and customer support.

#2 RUNNER UP

Proton Mail - Encrypted Email

Proton Mail is highly valued for its strong privacy and security features, with many users supporting its mission. However, recent updates have introduced bugs and usability issues, leading to mixed feedback. Users appreciate the app's privacy focus but are frustrated with technical glitches and customer support delays.

#3 Straggler

Mailfence

Mailfence is appreciated for its secure and ad-free service, with users valuing its privacy features. However, the app has been criticized for technical issues, such as login problems and lack of notifications, which affect user experience. Some users also express dissatisfaction with the need to pay for basic features.

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Nuggets

Major Highlights of the Week

Unread Email Bug

Emails remain marked as unread even after being opened, requiring users to manually mark them as read. This persistent issue disrupts user workflow and diminishes the app's reliability.

Read emails stay bold (marked unread) now, forcing manual marking.

Sync Issues

The app fails to sync properly, causing deleted emails to reappear and notifications to persist despite no new emails. This inconsistency leads to confusion and inefficiency in email management.

Deleted emails via lock screen actions don't sync, leaving notification badges.

Update-Induced Bugs

Recent updates have introduced significant bugs, such as freezing screens and unresponsive actions, degrading the user experience. These issues suggest rushed releases without adequate testing.

The latest update totally messed up the app, with some features not ready.

Draft Saving Failure

Drafts are not saved when users exit the draft screen, leading to data loss and frustration. This critical flaw undermines the app's reliability for composing emails.

When I write a draft and click 'X', it doesn’t save the draft.

UI/UX Downgrade

The new UI design has overloaded swipe actions, causing unintended actions and a disjointed user experience. This design inconsistency across Proton's apps confuses users and detracts from usability.

Swipe actions often fight with each other, worsening the app experience.

Customer Support Gaps

Users report inadequate responses from customer support, with unresolved issues and generic replies. This lack of effective support erodes trust and satisfaction among paying customers.

Support sends generic answers, treating users as QA engineers for free.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Unread Email Bug

Emails remain marked as unread even after being opened, requiring users to manually mark them as read. This persistent issue disrupts user workflow and diminishes the app's reliability.

Sync Issues

The app fails to sync properly, causing deleted emails to reappear and notifications to persist despite no new emails. This inconsistency leads to confusion and inefficiency in email management.

Update-Induced Bugs

Recent updates have introduced significant bugs, such as freezing screens and unresponsive actions, degrading the user experience. These issues suggest rushed releases without adequate testing.

Draft Saving Failure

Drafts are not saved when users exit the draft screen, leading to data loss and frustration. This critical flaw undermines the app's reliability for composing emails.

UI/UX Downgrade

The new UI design has overloaded swipe actions, causing unintended actions and a disjointed user experience. This design inconsistency across Proton's apps confuses users and detracts from usability.

Customer Support Gaps

Users report inadequate responses from customer support, with unresolved issues and generic replies. This lack of effective support erodes trust and satisfaction among paying customers.

Quotes of the week

Hear from some of the most impactful users to drive changes

The latest updates have been plagued with sync issues and minor inconveniences. I constantly receive email notifications and badges while the email itself doesn’t show up in the inbox. I’ll have numbers rack up for unread emails, yet no emails show up when filtering for unread emails. Please fix these issues, buyers remorse is in full swing.

BobP63

I really love the PM offerings and think it’s a great service, but this major update to the mobile app has been horrible. There is a lingering bug where you will have 1 'unread' notification but even when clicking the filter button to find it the app is unresponsive and you are stuck with a notification badge. Moving emails also became more complicated and it just seems like the update was rushed.

123abc123abcgeneric

The app doesn’t sync well. I’ll delete an email via the lock screen actions and it doesn’t even register within the app. I’ll still see the notification badge. This has been an ongoing issue. Please fix this.

MChaudry13

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The quotes of the week

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Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Proton Mail - Encrypted Email

Top Insights This Week

Unread Email Bug

Update-Induced Bugs

Draft Saving Issues

UI and Usability Concerns

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts