Support/Q2HelpfulnessTests: Difference between revisions
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This quarter we gave ourselves the goal of increasing the average helpfulness score of knowledge base articles by 2%. I think 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 support home page (getting people to the right article) and on 2-3 of the top support articles (making things more helpful). | |||
== Tests for the home page and articles == | |||
*Improving performance - We'll test whether using a simplified header and footer to increase page load times will lower their bounce rate. In addition, improving the load times should make using and navigating the site easier. | |||
*Article | == Home page tests == | ||
== Article tests == | |||
Revision as of 01:21, 13 April 2010
This quarter we gave ourselves the goal of increasing the average helpfulness score of knowledge base articles by 2%. I think 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 multivariate tests on the support home page (getting people to the right article) and on 2-3 of the top support articles (making things more helpful).
Tests for the home page and articles
- Improving performance - We'll test whether using a simplified header and footer to increase page load times will lower their bounce rate. In addition, improving the load times should make using and navigating the site easier.