How Hatch Sleep app uses bitdrift to stay up and humming

The problem: when bugs impact real moments

Hatch's QA team sits at the center of product quality, working across both Engineering and Customer Support. As the Hatch Sleep app evolved and release velocity increased, they faced a familiar, but high-stakes, problem: when something went wrong, it wasn't always obvious why. And in many cases, it wasn't reproducible.

"If we couldn't reproduce it, we didn't really have anything to go off of," said Lotus Quach, Staff QA Analyst at Hatch.

For Hatch, mobile observability means understanding the full experience of a user trying to fall asleep. But most issues don't show up as crashes. They show up as a routine that doesn't start, audio that cuts out, a device that doesn't respond as expected, or a delay that breaks the flow of a bedtime ritual.

These are subtle, often non-reproducible issues that happen in the middle of the night, when the last thing a customer wants to do is get in touch with customer support. Hatch needed a way to see what was happening on any user's device, on demand. Even more importantly, they wanted to be able to detect issues before they affected users.

Gaining full visibility with mobile observability

With bitdrift, Hatch captures full session context tied to real users whenever they need it. When something goes wrong, the team can detect and move into resolution quickly.

QA can attach session logs directly to bug reports. Engineers can open a link and jump straight to the moment something broke, with full context before and after.

That shift — from partial data to full visibility — has fundamentally changed how the team approaches debugging.

Faster answers, better user experiences

Hatch's mobile observability solution has closed the gap between what users experience in the Sleep app and what engineers can see. There are no more nonreproducible, dead-end issues.

"There's a starting point now… Engineers can see how the user got into that state," said Quach.

Crash investigations are faster and more precise, reducing time to root cause by an estimated 30–50%. And because bitdrift is embedded into Hatch's weekly release process, the team can catch issues earlier — before they impact users. Debugging is faster, and the team has higher confidence in every release.

Scaling support without losing quality

As Hatch continues to grow, maintaining a high-quality experience means empowering more teams to contribute to debugging and resolution. With bitdrift's intuitive user interface, Hatch is extending observability beyond QA to its customer support team, allowing them to capture logs directly from real user issues.

This shift is already saving 2–3 hours per week for each QA analyst, while reducing friction in the escalation process.

"We would never have had CS do this with our previous tool… now it's simple enough for them to do it themselves."

Final takeaway

Hatch is building products that people rely on every single night. And bitdrift helps ensure those experiences work the way they're supposed to, giving every Hatch team access to the full story behind what happened on a user's device.