SUMO community discussions
FxHome tag "abuse"
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Hi everyone:
Working on FF Home issues I noticed that we have as many questions properly tagged as those incorrectly tagged with "FxHome".
Not a big deal but is handy if you want to focus in a topic for reporting purposes for example.
Trying to find a root cause, it seems obvious that https://support.mozilla.com/en-US/questions/new isn't working for some people. They are not many the ones mis-categorizing compared to the gross volume but perhaps we can make sure that they end up in the right track (usually Firefox Desktop) instead of Firefox Home (I believe they just don't understand that Firefox Home is another product).
Thoughts on this? Is it worth to work on it?
Hi everyone:
Working on FF Home issues I noticed that we have as many questions properly tagged as those incorrectly tagged with "FxHome".
Not a big deal but is handy if you want to focus in a topic for reporting purposes for example.
Trying to find a root cause, it seems obvious that https://support.mozilla.com/en-US/questions/new isn't working for some people. They are not many the ones mis-categorizing compared to the gross volume but perhaps we can make sure that they end up in the right track (usually Firefox Desktop) instead of Firefox Home (I believe they just don't understand that Firefox Home is another product).
Thoughts on this? Is it worth to work on it?
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1. Misplaced fxhome tag
I checked in https://support.mozilla.com/en-US/questions?tagged=fxhome
60% of the last 20 questions are related to Firefox for desktops or laptops.
The "Firefox for Desktops or Laptops" title is too long, so some users don't see Firefox and go to the shortest title with a familiar name which is "Firefox Home".
"Firefox for Desktops or Laptops" should be renamed "Firefox".
2. Wrong links in /questions/new
Is "Ask a question" still maintained? Because:
1. <u>''Misplaced fxhome tag''</u>
I checked in https://support.mozilla.com/en-US/questions?tagged=fxhome
60% of the last 20 questions are related to Firefox for desktops or laptops.
The "Firefox for Desktops or Laptops" title is too long, so some users don't see Firefox and go to the shortest title with a familiar name which is "Firefox Home".
'''"Firefox for Desktops or Laptops" should be renamed "Firefox".'''
2. <u>''Wrong links in [/questions/new]''</u>
Is "Ask a question" still maintained? Because:
* https://support.mozilla.com/en-US/questions/new?category=i4&product=home links to a broken page: https://firefoxformobile.uservoice.com/forums/67057-firefox-home-ideas
* https://support.mozilla.com/en-US/questions/new?category=m5&product=mobile links to two archived articles
* https://support.mozilla.com/en-US/questions/new?category=s5&product=sync links to a no longer maintained forum
* https://support.mozilla.com/en-US/questions/new?category=b3&product=beta links to one archived article
* some question categories link to old article names, such as [[Bookmarks]].
* ...product=beta in the URL can be confusing.
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Thanks Scoobidiver - we should make those changes. I could have sworn we made some of those a long time ago like the link to https://firefoxformobile.uservoice.com/forums/67057-firefox-home-ideas which was shut down last year I believe.
Changing these requires a push from sumodev so it'll be helpful to post anything else that seems wrong/missing.
Thanks Scoobidiver - we should make those changes. I could have sworn we made some of those a long time ago like the link to https://firefoxformobile.uservoice.com/forums/67057-firefox-home-ideas which was shut down last year I believe.
Changing these requires a push from sumodev so it'll be helpful to post anything else that seems wrong/missing.
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I wrote some comments to improve the question form in this post 3.5 months ago.
The top 30 "I am having this problem" articles have probably changed since that.
I wrote some comments to improve the question form in [/forums/contributors/705237?#post-11741 this post] 3.5 months ago.<br>The top 30 "I am having this problem" articles have probably changed since that.
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For the record...to that 60% we should add a handful that I untagged while going through them, so it's probably closer to 75%. That's a lot of miscategorization.
The problem with leaving Firefox as single word is that we could find some miscategorization in Mobile. "Hey, I have a problem with Firefox...in my mobile..but it's Firefox at the end of the day. " This is why I wouldn't trigger anything fast without some testing. To bounce back and forth is a bad thing.
Perhaps we can underline the category with a more visual approach. Something like this. We can give more importance and consistency to platforms and simplify the name as Scoobidiver suggested (i.e. Firefox for Windows, Mac or Linux, Mobile for Android and Maemo, Home for Iphone or Ipad). The UI can be improved a lot and have something really intuitive.
For the record...to that 60% we should add a handful that I untagged while going through them, so it's probably closer to 75%. That's a lot of miscategorization.
The problem with leaving Firefox as single word is that we could find some miscategorization in Mobile. "Hey, I have a problem with Firefox...in my mobile..but it's Firefox at the end of the day. " This is why I wouldn't trigger anything fast without some testing. To bounce back and forth is a bad thing.
Perhaps we can underline the category with a more visual approach. [http://www.ibai.me/wp-content/uploads/2011/07/ask_mock_up.png Something like this.] We can give more importance and consistency to platforms and simplify the name as Scoobidiver suggested (i.e. Firefox for Windows, Mac or Linux, Mobile for Android and Maemo, Home for Iphone or Ipad). The UI can be improved a lot and have something really intuitive.
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Ibai said
Perhaps we can underline the category with a more visual approach. Something like this.
I agree for this, except the mobile logo that should look like the one in http://www.mozilla.com/en-US/m/
''Ibai [[#post-40707|said]]''
<blockquote>
Perhaps we can underline the category with a more visual approach. [http://www.ibai.me/wp-content/uploads/2011/07/ask_mock_up.png Something like this.]
</blockquote>
I agree for this, except the mobile logo that should look like the one in http://www.mozilla.com/en-US/m/
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Naive question, do we have an A/B testing platform?
It would be great to present something like this to a 20% of the visitors and compare the CTR of the different links. Or just simply we can launch this site to a 50% of the users (to have a bigger sample) and measure the miscategorization.
Honestly, I can't see how this change could harm in any case, but you never know.
I'm going to ask for that logo in a higher resolution / clean version so we can move forward in case there's consensus.
Naive question, do we have an A/B testing platform?
It would be great to present something like this to a 20% of the visitors and compare the CTR of the different links. Or just simply we can launch this site to a 50% of the users (to have a bigger sample) and measure the miscategorization.
Honestly, I can't see how this change could harm in any case, but you never know.
I'm going to ask for that logo in a higher resolution / clean version so we can move forward in case there's consensus.
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Just for feedback, I created an slightly more polished version.
Just for feedback, I created an slightly [http://www.ibai.me/wp-content/uploads/2011/07/ask_mock_up1.png more polished version].
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Ibai said
Naive question, do we have an A/B testing platform?
We can roll out a change slowly via Waffle but we would need to think of a way to track which users are seeing the new version when they walk through the AAQ.
''Ibai [[#post-40711|said]]''
<blockquote>
Naive question, do we have an A/B testing platform?
</blockquote>
We can roll out a change slowly via Waffle but we would need to think of a way to track which users are seeing the new version when they walk through the AAQ.
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Apart of the design not being clear enough, I think I managed to understand the root cause:
https://support.mozilla.com/en-US/questions/854069
If so many users are looking into the article about how to change Home Page, it may be a fair assumption that they also think that the Fx Home path will give them the answer to that question: "How to change the Home page". I'm not sure how wrong it is, from a UX point of view, to include a link to the article explaining how to change the home page in this path.
Thoughts?
Apart of the design not being clear enough, I think I managed to understand the root cause:
https://support.mozilla.com/en-US/questions/854069
If so many users are looking into the article about how to change Home Page, it may be a fair assumption that they also think that the Fx Home path will give them the answer to that question: "How to change the Home page". I'm not sure how wrong it is, from a UX point of view, to include a link to the article explaining how to change the home page in this path.
Thoughts?
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Ibai said
I'm not sure how wrong it is, from a UX point of view, to include a link to the article explaining how to change the home page in this path.
I disagree and Michael wrote bug 671927 that goes to my point. It's better to fix the root causes instead of applying workarounds. The root causes seem to be a bad label wording for Firefox, a misleading icon for Firefox for mobile and maybe Firefox Home, and unclear platforms for Firefox for mobile and Firefox Home. It'll be fixed in bug 673892 with not yet a target milestone.
There is still no bug associated to the AAQ problems I reported above.
''Ibai [[#post-41010|said]]''
<blockquote>
I'm not sure how wrong it is, from a UX point of view, to include a link to the article explaining how to change the home page in this path.
</blockquote>
I disagree and Michael wrote [https://bugzilla.mozilla.org/show_bug.cgi?id=671927 bug 671927] that goes to my point. It's better to fix the root causes instead of applying workarounds. The root causes seem to be a bad label wording for Firefox, a misleading icon for Firefox for mobile and maybe Firefox Home, and unclear platforms for Firefox for mobile and Firefox Home. It'll be fixed in [https://bugzilla.mozilla.org/show_bug.cgi?id=673892 bug 673892] with not yet a target milestone.
There is still no bug associated to the AAQ problems I reported above.
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Thanks scoobidiver.
I also agree that is not the greatest option and it's better to create an optimal path without misleading wording/visuals.
Thanks scoobidiver.
I also agree that is not the greatest option and it's better to create an optimal path without misleading wording/visuals.
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In addition to comments in my previous post:
In addition to comments in [/forums/contributors/707095?last=41026#post-40698 my previous post]:
* ''mising'' in https://support.mozilla.com/en-US/questions/new?category=b5&product=beta
* ''If you're using the latest version of Firefox 4'' in https://support.mozilla.com/en-US/questions/new?category=b6&product=beta
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See also:
* [https://bugzilla.mozilla.org/show_bug.cgi?id=675379 Bug 675379 - Update AAQ (2011Q3)]
* [https://bugzilla.mozilla.org/show_bug.cgi?id=675377 Bug 675377 - AAQ form sends non-beta users to beta "branch"]
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In the new AAQ crashing section, I see links to Troubleshoot Firefox crashes (closing or quitting unexpectedly) and Firefox crashes when you open it that are going to be archived soon and no link to Firefox crashes when downloaded files are checked by virus scan (see this post).
Ibai said
Perhaps we can underline the category with a more visual approach. Something like this.
Laptop has been removed but the mobile logo, the iPad and iPod Touch references have not been added in the new AAQ homepage.
Bug 673892 is one of many bugs in the in-between: no target milestone but not wontfixing it (see Bath problem about SUMO bugs for more).
In the [https://support.allizom.org/en-US/questions/new?category=d2&product=desktop new AAQ crashing section], I see links to [[Firefox crashes when loading certain pages]] and [[Firefox crashes when you open it]] that are going to be archived soon and no link to [[Firefox crashes when trying to download a file]] (see [/en-US/kb/Firefox%20crashes/discuss/1652#post-3233 this post]).
''Ibai [[#post-40707|said]]''
<blockquote>
Perhaps we can underline the category with a more visual approach. [http://www.ibai.me/wp-content/uploads/2011/07/ask_mock_up.png Something like this.]
</blockquote>
Laptop has been removed but the mobile logo, the iPad and iPod Touch references have not been added in the [https://support.allizom.org/en-US/questions/new new AAQ homepage]. <br>[https://bugzilla.mozilla.org/show_bug.cgi?id=673892 Bug 673892] is one of many bugs in the in-between: no target milestone but not wontfixing it (see [/forums/contributors/707185 Bath problem about SUMO bugs] for more).
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Hi scoobidiver!
Regarding the Logo, it wasn't as simple as the other changes that we have made. We decided to to a sanity clean up with minimum effort required from the team. Together with the SumoDev team we have decided not to invest time in minor changes now and focus in a whole redesign of the AAQ after the Search improvement is done.
Crystal and Kadir would be working on this and any ideas would be more than welcome. The initial "plan" is to forget about what we have and build something new that removes the hassle of posting a question while increasing the consumption of content. I'm pretty sure that some UX research is going to be involved too.
I'm going to ask Cww to see if adding the iPad is feasible at this stage. In a similar way, I guess that Verdi has better context for the links that appear in the crash section.
Hi scoobidiver!
Regarding the Logo, it wasn't as simple as the other changes that we have made. We decided to to a sanity clean up with minimum effort required from the team. Together with the SumoDev team we have decided not to invest time in minor changes now and focus in a whole redesign of the AAQ after the Search improvement is done.
Crystal and Kadir would be working on this and any ideas would be more than welcome. The initial "plan" is to forget about what we have and build something new that removes the hassle of posting a question while increasing the consumption of content. I'm pretty sure that some UX research is going to be involved too.
I'm going to ask Cww to see if adding the iPad is feasible at this stage. In a similar way, I guess that Verdi has better context for the links that appear in the crash section.
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Yeah Crystal is currently working with an outside expert to evaluate the AAQ process and following that we will come up with a better way to meet our goals:
- Leading people to a solution before they have to add a question
- Making sure they add questions that are most likely to be quickly answered with a solution.
Yeah Crystal is currently working with an outside expert to evaluate the AAQ process and following that we will come up with a better way to meet our goals:
* Leading people to a solution before they have to add a question
* Making sure they add questions that are most likely to be quickly answered with a solution.
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''scoobidiver [[#post-41536|said]]''
<blockquote>
In the [https://support.allizom.org/en-US/questions/new?category=d2&product=desktop new AAQ crashing section], I see links to [[Firefox crashes when loading certain pages]] and [[Firefox crashes when you open it]] that are going to be archived soon and no link to [[Firefox crashes when trying to download a file]] (see [/en-US/kb/Firefox%20crashes/discuss/1652#post-3233 this post]).
</blockquote>
This comment is still applicable, except the first article will be redirected and the second one archived. See also [/en-US/kb/Firefox%20crashes%20when%20loading%20certain%20pages/history] and [/en-US/kb/Firefox%20crashes%20when%20you%20open%20it/history].
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ATTN admin: Gentle reminder to change the AAQ flow and archive/redirect some articles about crashes.
'''ATTN admin:''' Gentle reminder to change the AAQ flow and archive/redirect some articles about crashes.
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scoobidiver said
ATTN admin: Gentle reminder to change the AAQ flow and archive/redirect some articles about crashes.
Scoobi, we are waiting for the results of the previous changes. That should be ready this week (Cww should have more info). Once we have that we can make further changes and have a clear understanding of the impact of this type of changes.
I'll publish the results. There's some private information there that we will need to clear first so it could take a little longer.
Thanks for understanding.
''scoobidiver [[#post-42795|said]]''
<blockquote>
'''ATTN admin:''' Gentle reminder to change the AAQ flow and archive/redirect some articles about crashes.
</blockquote>
Scoobi, we are waiting for the results of the previous changes. That should be ready this week (Cww should have more info). Once we have that we can make further changes and have a clear understanding of the impact of this type of changes.
I'll publish the results. There's some private information there that we will need to clear first so it could take a little longer.
Thanks for understanding.
