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update to thank you page project
(update thank you page project plan) |
(update to thank you page project) |
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== Summary == | == Summary == | ||
When a user leaves feedback using one of the forms on the site, they are redirected to a "Thank you!" page. Currently, all users see the same page regardless of their sentiment or the contents of their feedback. This page isn't very helpful. | When a user leaves feedback using one of the forms on the site, they are redirected to a "Thank you!" page. Currently, all users see the same page regardless of their sentiment or the contents of their feedback. This page isn't very helpful to anyone. | ||
We see feedback | We see many different kinds of feedback, but there are three kinds of feedback that are interesting in regards to content on the "Thank you!" page: | ||
# feedback from a user who is very happy with the product | # feedback from a user who is very happy with the product | ||
# feedback that's about a problem that we have known solutions for | # feedback that's about a problem that we have known solutions for | ||
# feedback that's about a problem we need more information on | |||
We want to do things for | We want to do things for these groups of people. This project covers that work broken into several phases and experiments. | ||
== Status == | == Status == | ||
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* December 17th, 2014: Will wrote up this initial project plan. | * December 17th, 2014: Will wrote up this initial project plan. | ||
* March 9th, 2015: End of OPW. We've got some pieces done, but there's still a bunch left to do. | * March 9th, 2015: End of OPW. We've got some pieces done, but there's still a bunch left to do. | ||
* June 3rd, 2015: Landed the suggest framework and redirector. | |||
== Phase 1 == | == Phase 1 == | ||
This phase will focus on the following: | === Summary === | ||
This phase will focus on Input feedback with the following criteria: | |||
# en-US only | # en-US only | ||
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# sad feedback only | # sad feedback only | ||
# require at least N words? (theory: fewer than N words will yield lousy search results from SUMO plus they're less likely asking about a problem.) | # require at least N words? (theory: fewer than N words will yield lousy search results from SUMO plus they're less likely asking about a problem.) | ||
When this happens, the user will see a new version of the "Thank you!" page which will have a | When this happens, the user will see a new version of the "Thank you!" page which will have 3 links of suggested SUMO kb articles and one "I'd like to ask a question" link which goes to SUMO AAQ. | ||
=== Measuring success === | |||
Bug #1133774 covered figuring out what we want to measure and from that what we need to capture. | |||
==== Question: Are we helping users? ==== | |||
This is essentially a question of engagement--are users clicking on the suggested links we've provided? To determine whether this is helping users, we need to find out whether users are clicking on the suggested links. | |||
Then engagement is something like: | |||
total suggestions | |||
---------------------------- | |||
clicked on at least one link | |||
Gregg was thinking that 20% engagement might be a good number to shoot for. If we end up with like 5% engagement, then maybe we're trying to solve a problem that doesn't exist or the heuristics generating the suggestions are sub-par. | |||
==== Question: Does tailoring work? How attractive are the results? ==== | |||
We can figure this out by comparing: | |||
total suggestions | |||
--------------------------- | |||
clicked on a suggested link | |||
vs. | |||
total suggestions | |||
-------------------------------------- | |||
clicked on "None of these helped" link | |||
We'll | We'll push events to Google Analytics and use the Event Flows view to measure these. | ||
Requirements | === Requirements === | ||
# | # implement SUMO suggest provider which: | ||
# | ## looks at a feedback response and determines whether to generate suggested links or not | ||
# new thank you page template | ## generates a request against the SUMO Search Suggest API to retrieve relevant links | ||
## returns relevant links wrapped in a redirector url | |||
# implement SUMO suggest redirector which: | |||
# tests for | ## handles SUMO suggest redirect links | ||
## posts a GA event | |||
## redirect the user to the outbound link | |||
# new thank you page view and template to show suggested links | |||
# tests for everything involved | |||
Bugs | === Bugs === | ||
Tracker bug: https://bugzilla.mozilla.org/show_bug.cgi?id=1007840 | Tracker bug: https://bugzilla.mozilla.org/show_bug.cgi?id=1007840 | ||