Comments on: Improving the Experience of Installing Firefox http://blog.mozilla.com/metrics/2009/02/27/improving-the-experience-of-installing-firefox/ When in doubt, sample it out... Thu, 19 Nov 2009 12:52:11 -0800 http://wordpress.org/?v=2.8.6 hourly 1 By: Natanael L http://blog.mozilla.com/metrics/2009/02/27/improving-the-experience-of-installing-firefox/comment-page-1/#comment-99898 Natanael L Wed, 08 Apr 2009 13:51:07 +0000 http://blog.mozilla.com/metrics/?p=442#comment-99898 Why not just let the installer open a window with three options? > Just install and then open Firefox (easy) > Just install Firefox, don't open after (easy) > Customized installation (complex) How much easier can it get? Why not just let the installer open a window with three options?

> Just install and then open Firefox (easy)
> Just install Firefox, don’t open after (easy)
> Customized installation (complex)

How much easier can it get?

]]> By: yaPlanetReader http://blog.mozilla.com/metrics/2009/02/27/improving-the-experience-of-installing-firefox/comment-page-1/#comment-91702 yaPlanetReader Tue, 03 Mar 2009 09:14:41 +0000 http://blog.mozilla.com/metrics/?p=442#comment-91702 @kkovash: That's brilliant. It's good to know that you guys were already on it. Thanks for the reassurance! @kkovash:

That’s brilliant. It’s good to know that you guys were already on it. Thanks for the reassurance!

]]> By: JG http://blog.mozilla.com/metrics/2009/02/27/improving-the-experience-of-installing-firefox/comment-page-1/#comment-91542 JG Mon, 02 Mar 2009 22:12:30 +0000 http://blog.mozilla.com/metrics/?p=442#comment-91542 This is a mistake on so many levels. You're surveying your users to find answers to questions you don't know? You're increasing the risk of offending your users to fix a problem that doesn't exist? Or is it a problem you just don't understand well enough to form a set of questions around? What % of your users cancel? I'd imagine there are larger drop-off points during the install funnel than this where you could better focus your efforts to get a higher ROI. If you do decide to go through with this, you shouldn't be opening a browser window to request feedback. It should be part of the installer. It needs to be fast, simple and obvious. Waiting for a web page to load is neither, not to mention the disconnect for the majority of users who won't understand where the form is coming from or what's going on. Oh, and then there's the sampling methodology. If you really want to get useful data, you need to ask all your users, or a random sample of them. Making the feedback process opt-in will skew your results. Don't get me wrong, I'm a big fan of user surveys and other user interaction, but you need to make sure you don't accidentally make things worse while you do so. This is a mistake on so many levels. You’re surveying your users to find answers to questions you don’t know? You’re increasing the risk of offending your users to fix a problem that doesn’t exist? Or is it a problem you just don’t understand well enough to form a set of questions around?

What % of your users cancel? I’d imagine there are larger drop-off points during the install funnel than this where you could better focus your efforts to get a higher ROI.

If you do decide to go through with this, you shouldn’t be opening a browser window to request feedback. It should be part of the installer. It needs to be fast, simple and obvious. Waiting for a web page to load is neither, not to mention the disconnect for the majority of users who won’t understand where the form is coming from or what’s going on.

Oh, and then there’s the sampling methodology. If you really want to get useful data, you need to ask all your users, or a random sample of them. Making the feedback process opt-in will skew your results.

Don’t get me wrong, I’m a big fan of user surveys and other user interaction, but you need to make sure you don’t accidentally make things worse while you do so.

]]> By: kkovash http://blog.mozilla.com/metrics/2009/02/27/improving-the-experience-of-installing-firefox/comment-page-1/#comment-91521 kkovash Mon, 02 Mar 2009 19:12:55 +0000 http://blog.mozilla.com/metrics/?p=442#comment-91521 Thanks for all the great feedback! Tomer -- the feedback form will indeed open in the user's existing web browser (I could have better explained that). yaPlanetReader -- we completely agree. we initially had the same issue upon first reviewing Kamply's policy. since then, Mozilla and Kampyle have agreed to an amended set of policies that better defines these things and better protects privacy-conscious Firefox users. Ken Thanks for all the great feedback!

Tomer — the feedback form will indeed open in the user’s existing web browser (I could have better explained that).

yaPlanetReader — we completely agree. we initially had the same issue upon first reviewing Kamply’s policy. since then, Mozilla and Kampyle have agreed to an amended set of policies that better defines these things and better protects privacy-conscious Firefox users.

Ken

]]> By: Daniel Einspanjer http://blog.mozilla.com/metrics/2009/02/27/improving-the-experience-of-installing-firefox/comment-page-1/#comment-91267 Daniel Einspanjer Sun, 01 Mar 2009 16:33:39 +0000 http://blog.mozilla.com/metrics/?p=442#comment-91267 I'd suggest we ask them for their mood before and after the install. If they are already pissed because of some virus or whatever, it might make their mood after the install more relevant. I’d suggest we ask them for their mood before and after the install. If they are already pissed because of some virus or whatever, it might make their mood after the install more relevant.

]]> By: Shane H http://blog.mozilla.com/metrics/2009/02/27/improving-the-experience-of-installing-firefox/comment-page-1/#comment-91054 Shane H Sat, 28 Feb 2009 20:10:58 +0000 http://blog.mozilla.com/metrics/?p=442#comment-91054 Like the last poster, I would worry that using 'IE' to refer to Internet Explorer would confuse users with little computing experience. Users may refer to it as 'Windows Explorer' or 'Microsoft Internet Explorer'. You could also call the first option on the Kampyle screenshot 'what about my previous internet settings'. Like the last poster, I would worry that using ‘IE’ to refer to Internet Explorer would confuse users with little computing experience. Users may refer to it as ‘Windows Explorer’ or ‘Microsoft Internet Explorer’.

You could also call the first option on the Kampyle screenshot ‘what about my previous internet settings’.

]]> By: Sebastian Redl http://blog.mozilla.com/metrics/2009/02/27/improving-the-experience-of-installing-firefox/comment-page-1/#comment-91047 Sebastian Redl Sat, 28 Feb 2009 18:16:26 +0000 http://blog.mozilla.com/metrics/?p=442#comment-91047 What is the difference between "Installation Problem" and "Technical Difficulties"? I think those names could be improved. What is the difference between “Installation Problem” and “Technical Difficulties”? I think those names could be improved.

]]> By: Alan http://blog.mozilla.com/metrics/2009/02/27/improving-the-experience-of-installing-firefox/comment-page-1/#comment-91037 Alan Sat, 28 Feb 2009 16:01:11 +0000 http://blog.mozilla.com/metrics/?p=442#comment-91037 If you're targeting this at all users I'd suggest that IE is expanded to Internet Explorer as not everyone would recognise 'IE' to mean Internet Explorer. If you’re targeting this at all users I’d suggest that IE is expanded to Internet Explorer as not everyone would recognise ‘IE’ to mean Internet Explorer.

]]> By: l3v1 http://blog.mozilla.com/metrics/2009/02/27/improving-the-experience-of-installing-firefox/comment-page-1/#comment-91030 l3v1 Sat, 28 Feb 2009 13:53:03 +0000 http://blog.mozilla.com/metrics/?p=442#comment-91030 "Improving the Experience of Installing Firefox" Sorry to say, but I'm actually tired of this: why should installing or uninstalling an application be an "experience" ?! Maybe, if anything, using it could be called an experience, but even this I'd call far fetched. And what's with the "How did the installation make you feel?" shrink stuff ? I'd say even if any installation could even make anyone feel anything, such questions most certainly would make me not like the poor sould who'd come up with the idea of asking it. Other than that, I'd say if I cancel an installation, I expect it to die and go away as quickly as machinely possible and don't ask any questions and put any dialogs in my face while doing so. “Improving the Experience of Installing Firefox”

Sorry to say, but I’m actually tired of this: why should installing or uninstalling an application be an “experience” ?! Maybe, if anything, using it could be called an experience, but even this I’d call far fetched. And what’s with the “How did the installation make you feel?” shrink stuff ? I’d say even if any installation could even make anyone feel anything, such questions most certainly would make me not like the poor sould who’d come up with the idea of asking it.

Other than that, I’d say if I cancel an installation, I expect it to die and go away as quickly as machinely possible and don’t ask any questions and put any dialogs in my face while doing so.

]]> By: Jan! http://blog.mozilla.com/metrics/2009/02/27/improving-the-experience-of-installing-firefox/comment-page-1/#comment-91011 Jan! Sat, 28 Feb 2009 10:54:08 +0000 http://blog.mozilla.com/metrics/?p=442#comment-91011 Or, a bit longer but maybe less intimidating: "Let Mozilla know why." Or, a bit longer but maybe less intimidating: “Let Mozilla know why.”

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