Comments on: Why People Don’t Install Firefox – Part I

By: TrueFire

TrueFire — Thu, 21 May 2009 06:02:50 +0000

I think systems like McAfee and Norton are a bit to blame as well. MS seems to get a free ride on downloads. FF downloads get something like a “are you sure sure you want to download this and risk destroying the human race till the end of time?” sounding message.

By: Noah - SUMO staff

Noah - SUMO staff — Mon, 20 Apr 2009 16:24:48 +0000

Hey Ken,

Hoping you see this. I’m posting here to ask you to look at the other aspect: retention rates.

I know we did a uninstall survey for a select group but if you browse the SUMO forums, there is much user discontent with Firefox 3.0.8 hanging, crashing & especially for Vista users. Lots of users dumping Firefox as a result & they are voicing that decision. We could blame this on a recent malware outbreak that we’ve been trying to debug that been causing crashes/hangs, but there’s the chance that Firefox doesn’t work well on Vista and could be improved.

I couldn’t join the #metrics room btw, because you need a pass. So not sure where I can better organize my thoughts.

Maybe email me @ mozsupport@gmail.com.

By: hew

hew — Sun, 19 Apr 2009 08:57:05 +0000

Some people might be downloading it on their computers to install on a friend’s or “client’s” computer (in computer repairs). I do this regularly enough – if I don’t have the latest version available already to me.

By: Jostein

Jostein — Thu, 02 Apr 2009 14:57:20 +0000

Also, about the people you are talking about in the article: They almost never read anything on the screen that is more than a 3-word sentance. Even if they don’t want a shortcut on the desktop, most of them still get it because they didn’t bother reading the text on the installer.

So why not just have a 1-click installer? One click is just enough to let those of us that cares click the Advanced button.

By: Jostein

Jostein — Thu, 02 Apr 2009 14:48:56 +0000

I think some people get a little frightened when they first click download, then open/save, then yes and ok etc, and then next, next, next, next. To some people I think it feels like the software they’re trying to install isn’t even really confident in itself. It’s like they get this “sign” something could be wrong. I also thing some people experience all this clicking really as “Are you sure?” questions. When there are too many it makes them uncomfortable.

So make the Installer “know” that when it is started it is supposed to just get on with it – get rid of all the clicks.

By: Jostein

Jostein — Thu, 02 Apr 2009 14:42:02 +0000

Why have so many steps in the first place? After the installer has been started it should just install the damn thing. I’m actually serious. Ok, maybe 1 step: either click Install or Advanced. For those that wants to set where to put shortcuts etc. right away.

So my thought: Just get rid of the whole install wizard thinking and just get on with it.

By: Dan

Dan — Wed, 01 Apr 2009 00:26:40 +0000

Can you remind us please how exactly it is that you know whether or not someone who has downloaded Firefox has installed it?

By: Simon

Simon — Tue, 31 Mar 2009 22:56:27 +0000

Important as it is to gather information, try not to be too annoying about it. If I see a popup like that, my response will be an irritated “stuff off and let me get on with what I’m doing!”

By: Kurt

Kurt — Tue, 31 Mar 2009 19:55:14 +0000

I know there will be a post on this but I’m itching to know the responses.

By: Anonymous

Anonymous — Tue, 31 Mar 2009 17:25:41 +0000

I think you can address steps 1 and 2 pretty easily. Try instructing the user to choose the option to run the setup program in place rather than saving it.

As for step 3, just design an installer that doesn’t provide a “cancel” at that particular point. The user can always choose to cancel once the full installer comes up, and at that point they have the opportunity to provide feedback.