Support/Knowledge Base/2010-Q1-ABtests
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KB AB tests
Contents
Should we use questions for article titles?
Background
Using good article titles is imperative for users to find the articles that answer their questions. We would like to have more consistency in the way we name articles, which means having a policy that applies to most article titles. Right now, we mostly use descriptions (e.g. Updating Firefox, Deleting bookmarks. etc.). We suspect that using questions for article titles is a better policy, and would like to test it.
Test
Use SiteSpect to change the article titles underneath the search box on the inproduct start page to questions, and see which version of the start page gets a lower bounce rate.
Changes
- "Popular Support Articles" to "Frequently Asked Questions"
Article titles:
| Original title | Change to |
|---|---|
| How to clear the cache | How do I clear my cache? |
| Enabling and disabling cookies | How do I enable or disable cookies? |
| Deleting cookies | How do I delete cookies? |
| Pop-up blocker | How do I block pop-up windows? |
| Private Browsing | What is Private Browsing? |
| Will Firefox work on Windows 7 | Will Firefox work on Windows 7? |
| Clear Recent History | How do I clear recent history? |
| Exporting bookmarks to an HTML file | How do I export my bookmarks to an HTML file? |
| How to set the home page | How do I set my homepage? |
| How to make Firefox the default browser | How do I make Firefox my default browser? |
| How to customize the toolbar | How do I customize the toolbar? |
Articles needed
None.
Needed from webdev
Nothing.
Should we point preference panel help-topic links to tutorials, instead of panel specs?
Background
Articles like Options window - Applications panel and Options window - Tabs panel get a lot of traffic, yet have lower than normal CSAT scores. The article comments on those articles indicate that users want to know more about the features those panels are for. We suspect that it might be better to point those help-topic links to the actual tutorials.
Test
Make the help-topic link redirect to the corresponding tutorial half the time, and see which has a better bounce rate.
Articles needed
None.
Needed from webdev
Nothing.
(may be obsolete) Are "For Internet Explorer Users" visitors using the help-topic properly?
There are tests going to be run on EU Browser ballot users, to determine if the Windows start page may be a better destination for the "For Internet Explorer Users" menu item.
Background
"For Internet Explorer Users" gets more traffic than any other KB article. 87% of visits to that page are users entering the site (i.e. help-topic link). Many of the article comments are users talking about issues that have nothing to do with the article. We would like to know if the article's what kind of poll numbers the article would have if it were not a help-topic link, and re-analyze if/why we need that help-topic link.
Test
Create a separate instance of "For Internet Explorer Users", and see how the helpfulness percentage differs.
Articles needed
" For Internet Explorer Users"
Needed from webdev
There is discussion about possibly replacing the For Internet Explorer Users article with the Windows start page, so this test may not be needed.
