Support/StartPageOptimization: Difference between revisions

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==Two Start Pages==
==Two Start Pages==
To clarify, SUMO actually have two start pages:
To clarify, SUMO actually have two start pages:
* First, there’s a support option within the Firefox browser itself (i.e., inproduct). Click on “Help” at the top of your browser and you’ll see something called “Help Contents”.  Users clicking here are taken to the [http://support.mozilla.com/en-US/kb/Firefox+Help inproduct start page].
* First, there’s a support option within the Firefox browser itself (i.e., inproduct). Users clicking on "Help" from the Firefox menu are taken to the [http://support.mozilla.com/en-US/kb/Firefox+Help inproduct start page].
* The other way for users to enter SUMO is through the main navigation bar at www.mozilla.com.  Users clicking on “Support” (depending on the localized version) go directly to the [http://support.mozilla.com/ normal start page].
** Below the search box, this start page lists references and tutorials that are originally coming from Firefox 2. This is based on the assumption that people using help from the product itself are more interested in learning about the program rather than solving a problem (note that this has not been verified with a test!).
* The other way for users to enter SUMO is through the main navigation bar at www.mozilla.com.  Users clicking on “Support” (depending on the localized version) go directly to the [http://support.mozilla.com/ normal start page]. **Below the search box, this start page lists the most popular support articles, and a blurb for new users, listing articles useful for new users.


=Today's Problems=
=Today's Problems=


==Metrics==
==Metrics==
The start pages have a bounce rate of  
* The start pages have a bounce rate of 85% for the inproduct start page, and 53% for the normal start page.
* Among the people that stay on the site, 71% utilize the search box on the inproduct start page, and about 50% utilize it on the normal start page. The higher search rate on the inproduct start page (among the few who actually stay on the site) could be an indication that the listed tutorials and references under the search box aren't useful to people.


==Design & Content==
==Design & Content==
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# The Knowledge Base (KB) is really just the first step in trying to find a solution to the problem. We also offer ways to ask direct questions.
# The Knowledge Base (KB) is really just the first step in trying to find a solution to the problem. We also offer ways to ask direct questions.
#* Problem: This is not obvious today; we don't say "the KB is just step 1"
#* Problem 1: This is not obvious today; we don't say "the KB is just step 1"
# There is a lot of content on SUMO and the KB contains over 250 solutions to common problems.
# There is a lot of content on SUMO and the KB contains over 250 solutions to common problems.
#* Problem: The current design doesn't effectively communicate the fact that there's a lot of content on the site, and many people leave our site without finding help. The referenced site design research seems to suggest that the current design isn't optimized for its purpose.
#* Problem 2: The current design doesn't effectively communicate the fact that there's a lot of content on the site, and many people leave our site without finding help. The referenced site design research seems to suggest that the current design isn't optimized for its purpose.
# The current start page puts a lot of emphasis on the search box.
# The current start page puts a lot of emphasis on the search box.
#* Problem: Not everyone is comfortable searching for or even describing their problem. We need a useful way of browsing the KB, and ensuring that people know they have that alternative of using the KB.
#* Problem 3: Not everyone is comfortable searching for or even describing their problem. We need a useful way of browsing the KB, and ensuring that people know they have that alternative of using the KB.


=Proposed Solutions=
=Proposed Solutions=
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As explained above, there are many things we want the start page to communicate. We want to ensure that people always use the KB first, either by searching, browsing the most popular articles, or by browsing the full KB. At the same time we want people to understand how to use the site -- KB is just the first step. This is a lot to accomplish on one page, and the research chofmann has been digging up suggests that we can do some optimizations to improve the situation.
As explained above, there are many things we want the start page to communicate. We want to ensure that people always use the KB first, either by searching, browsing the most popular articles, or by browsing the full KB. At the same time we want people to understand how to use the site -- KB is just the first step. This is a lot to accomplish on one page, and the research chofmann has been digging up suggests that we can do some optimizations to improve the situation.


  * Make the design a little bit more compact, to allow for more text
* Make the design a little bit more compact, to allow for more text without pushing e.g. the top support articles list below the fold.
    without pushing e.g. the top support articles list below the fold.
* Add a more descriptive paragraph under the heading, describing in an effective way how to use the site. Something like:
  * Add a more descriptive paragraph under the heading, describing in
** "Have a problem with Firefox? You've come to the right place. The first step to solve your problem is to search for it in our Knowledge Base. If you can't find the answer there, we will guide you to other ways of solving your problem."
    an effective way how to use the site. Something like:
* Make it obvious that there is more content than what is listed on the start page. Ensure that everyone that visits the site digs in -- reduce the bounce rate.
        o "Have a problem with Firefox? You've come to the right
** E.g. add a prominent link below the search box saying "Or you can <browse the full Knowledge Base> if you don't want to search."
          place. The first step to solve your problem is to search for
          it in our Knowledge Base. If you can't find the answer
          there, we will guide you to other ways of solving your
          problem."
  * Make it obvious that there is more content than what is listed on
    the start page. Ensure that everyone that visits the site digs in
    -- reduce the bounce rate.
        o E.g. add a prominent link below the search box saying "Or
          you can <browse the full Knowledge Base> if you don't want
          to search."
 
Problem 3
 
For the people that aren't comfortable searching for their problem, we need a solid way of browsing the KB. One idea I proposed earlier was to present some sort of tag cloud, allowing people to click on a tag to filter the list of articles to only show articles about that specific tag, e.g. "bookmarks", "location bar", "download", "print" or whatever.
 
This "Browse the KB" page wouldn't be on the start page itself (I suggest the link described above under Problem 2 as a link to this page).
 
 
OK, so that's a start of this project. Is this helpful? The next step might be to do a simple mockup around these ideas and see how that might look like.


==Problem 3==


For the people who aren't comfortable searching for their problem, we need a solid way of browsing the KB. One proposed idea is to present some sort of tag cloud, allowing people to click on a tag to filter the list of articles to only show articles about that specific tag, e.g. "bookmarks", "location bar", "download", "print" or whatever. We already have the back-end support for tag clouds, and the KB is loosely categorized around these tags.




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