We want to use the Thank You page to connect users to things relevant to their feedback. Possible examples:
- User leaves sad feedback regarding some known issue gets a thank you page with a relevant link to the SUMO KB for that issue.
- User leaves sad feedback regarding some problem that is also an unsolved question in the SUMO support forums and gets a thank you page with a relevant link to that question on SUMO.
- User leaves sad feedback that contains trigger words and gets a thank you page with a relevant link to a survey to collect more data about the topics those trigger words relate to. (e.g. video playback problems -> survey about video GPU, specifics of the problems, etc)
- User leaves happy feedback that contains trigger words and gets a thank you page with relevant links on next steps to joining the Mozilla community.
- User leaves happy feedback and gets links related to upcoming events.
- User leaves sad feedback for an older version of the product and gets back a download link to update.
In this way, Input has a way to direct users to helpful content in the Mozilla-verse as well as potentially solicit additional details from them.
- Project owner: Will Kahn-Greene
- Status: Done
- Since the dawn of time: We've been talking about making the Thank You page more useful for users and feedback consumers.
- April 2015: Will started working on a system that would use the SUMO Search API to provide the Thank You page with helpful links based on the user's feedback comments.
- Late April 2015: Will thought about that and then decided to "overarchitect" the system allowing for other suggestion providers which gives us a framework to solve a bunch of other needs, too.
- May 4th, 2015: Will wrote up bug #1161144 to cover implementing the framework.
- June 3rd, 2015: Finished up the initial Suggest framework implementation as well as the redirector
Bikeshed issue: name
Mike said he liked "suggest". I thought that sounded good enough for now. It's short, indicative of what it is and probably isn't a term used in other contexts (*cough* response *cough*).
- A link should consist of a type/category, summary line, url and description. This would get displayed in a very specific way on the Thank You page.
- Types: Warning, Info, Community, ... ?
- Summary line is the text for the link.
- Description is a short one-paragraph explanation of what's at the link and why we think the user should go there.
- Must be easy to build, test, configure and enable/disable relevant link providers.
- A provider must:
- fail nicely: log an error message to the journal or send an error email, but don't throw an unhandled exception
- provide relevant links in the correct structure or no links at all
- work quickly since this happens in the HTTP request cycle
- API needs:
- easy to enable/disable without changing code
- store data in the database
- test framework
- capture metrics to measure engagement with suggested links
Tracker bug: https://bugzilla.mozilla.org/show_bug.cgi?id=1161144
|implement suggest framework
|implement suggestion link redirector
2 Total; 0 Open (0%); 2 Resolved (100%); 0 Verified (0%);