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This quarter we gave ourselves the goal of increasing the average helpfulness score of knowledge base articles by 2%. There are two basic ways to approach that – make articles more helpful (obviously) and get more people to an article that helps them on the first shot (thereby decreasing the likelihood of rating an article unhelpful). | This quarter we gave ourselves the goal of increasing the average helpfulness score of knowledge base articles by 2%. There are two basic ways to approach that – make articles more helpful (obviously) and get more people to an article that helps them on the first shot (thereby decreasing the likelihood of rating an article unhelpful). | ||
Our plan is to run [http://en.wikipedia.org/wiki/Multivariate_testing multivariate tests] on the [https://support.mozilla.com/en-US/kb/ support home page] (getting people to the right article) and on 2-3 of the top support articles (making things more helpful). For our tests on KB articles, we want to use some of our most trafficked pages. We also want to choose an article with a high helpfulness rating and one with a low rating. | Our plan is to run <strike>[http://en.wikipedia.org/wiki/Multivariate_testing multivariate tests] on the [https://support.mozilla.com/en-US/kb/ support home page] (getting people to the right article) and on 2-3 of the top support articles (making things more helpful)</strike> is to run A/B tests on the start page and one article. For our tests on KB articles, we want to use some of our most trafficked pages. We also want to choose an article with a high helpfulness rating and one with a low rating. Once we get results from these tests we may create new tests to refine our findings. | ||