1099020 - Improve copy for new-style login email

Status: RESOLVED FIXED

(Webmaker Graveyard :: Login, defect)

Description

[[:dajbelshaw] Doug Belshaw]

I've read about this system, I'm testing it as a member of staff, and I *still* thought I'd done something 'wrong' when I read this:

>At Webmaker, we’re tired of forgotten and weak passwords, so we made this new experience. 

As a new user I'd be thinking: "What new experience?" Perhaps we could link to the blog post about the changes rather then telling people what we're *not* doing?

Suggestion:

[Logo]
[Sign in] [Sign in & remember]
[Explanation]
[Key]

We'd need some text around the key being necessary if the button doesn't work (it's not super-obvious what it's for). 

At the moment, the call to action feels confusing and conceptually dense. Have we tested out the copy (not just the login system) on any of our most valuable users?

Comment 1

[Matthew Willse [:mattheww]]

Agreed. Somewhere, sometime, we talked about pushing that statement down to the bottom. Fell through the cracks.

Comment 2

[Erika Drushka]

This line was odd to me, too. I felt it was vaguely accusatory, suggesting that I am incapable of creating a strong password, or even remembering a password.

Comment 3

[Matthew Willse [:mattheww]]

Attachment: Login email language https://redpen.io/bg44745ef50823c351

I've updated the language in the login email for clarity. 

Mockup:
https://redpen.io/bg44745ef50823c351

Text duplicated below to avoid typos during implementation: 

To sign in on a different computer, copy this temporary key into Webmaker: [key]. If you prefer, you can set a password[1] to use every time you sign in.

This login will stop working in 30 minutes. If you did not try to sign in, you can ignore this message. Problems? See our help article[2] or email [e-mail][3].

[1] https://login.webmaker.org/account << should do login to avoid a ux loop
[2] https://support.mozilla.org/en-US/kb/signing-in-using-persona 
[3] email to [e-mail]

Comment 5

[Matthew Willse [:mattheww]]

Attachment: login email language https://redpen.io/bg44745ef50823c351

New, simplified login email.
https://redpen.io/bg44745ef50823c351

Comment 6

[Cassie McDaniel [:cassiemc]]

Comment on attachment 8523116 [details]
login email language https://redpen.io/bg44745ef50823c351

Seems like a lot of subtext. I'd try to simplify it further. Reduce the # of words. Erika, can you help?

Comment 7

[Erika Drushka]

I made copy suggestions in V8 of the Redpen.

To me, the priorities to communicate (in order) are:
1) sign in button/sign in and remember option
2) copy this temporary key
3) context/what's going on?!
4) help

This is not the right place to communicate:
1) the link will eventually stop working
2) you can ignore this message
3) you can set a password

I understand via Matthew that David A. made the helpful suggestion not to call this a "new system" as, like Persona, that copy will quickly become dated. That's why I omitted any such language in the context/explanation line.

Comment 8

[Matthew Willse [:mattheww]]

Attachment: login email

I have added a slightly revised email. 

Context will come from the experience, not from reading more stuff. 
 - User clicks Sign in
 - Site says check your email
 - Email says click here to Sign in. 
Text about secure keys for login will be ignored, or worse, confusing. 

I believe that the footer will only be read by people who are either 1) stuck, 2) did not request a login (looking for unsubscribe), or 3) who have done this 10 times and are tired of using email to login. 

Including the Set a Password link *might* relieve #3 and help us test our assumptions.

redpen: https://redpen.io/bg44745ef50823c351

Comment 9

[Cassie McDaniel [:cassiemc]]

I'm not really sure what the tension is here, but I am okay not using the word secure. I think it's implied. I do, however, want the word temporary, to account for users who don't visit their email immediately. I agree with Matthew about keeping the set password link and testing that assumption.

My beef actually is with the 'help' line of text. We should alleviate the burden of choice from someone who is struggling – just give them one link option (the ability to email is still available, accessible through the SUMO article). + just providing the article link eliminates the confusion of 'what is maker party in the email address doing there?'

Comment 10

[Matthew Willse [:mattheww]]

> I do, however, want the word temporary, to account for users who don't visit their email immediately.

Anyone who uses an expired link or key will get a nice message in the modal. It's highly unlikely anyone would read footer copy before trying an expired key.  After, they won't need it b/c of modal explanation. Any extra words make it harder to read the other info.

> what is maker party in the email address doing there?

That is the address is SuMo article. Amira has since supplied [e-mail]

> My beef actually is with the 'help' line of text.

Long term, SuMo is probably the right destination for Help, and an email address way down at the bottom might suffice. Near term, we need to capture everyone lost and confused by this new fangled system so we fix it or turn it off.

We need to ship this thing and see what happens.

Comment 11

[Michelle Thorne]

[e-mail] and the SUMO article can take in people. Will defer to you all and Lucy as which one is more serviceable for this purpose.

Comment 12

[Lucy Harris [:lucyeoh]]

Jumping into this a little late, I think that ideally a help article would be a better first-line for people who are confused, since they'll (hopefully) be able to find the answer to their question right away rather than having to email me and wait for a response. 

But if we want to capture people right away, I am happy to field immediate questions about the login system through [e-mail]. It would probably be good if I could get a point person who I can refer technical questions to that are beyond my knowledge. Another option would be to send them to the discourse topic and have a few people monitoring it or at least include a link to the discourse in the help article.

Comment 13

[Matthew Willse [:mattheww]]

Thanks Lucy for fielding support via email. 
 - You can ping me, Wex, Ricardo, jbuck, or anyone on the Webmaker channel with questions. 
 - Please flag us immediately if you get more than a few in a single day (even if they are simple) so that we can address the problem and spare your inbox.

Comment 14

[Matthew Willse [:mattheww]]

Attachment: Login email https://redpen.io/bg44745ef50823c351

I think this email is 94% there. I suggest we roll with this version and iterate post launch when we have data and feedback to guide us. Maybe even run a quick round on usertesting.com post-launch. 

https://redpen.io/bg44745ef50823c351

Comment 15

[Matthew Willse [:mattheww]]

Cassie - I believe we R+'d this offline. Good to close this bug and begin build?

Comment 16

[Cassie McDaniel [:cassiemc]]

Sounds good mw!

Comment 17

[Matthew Willse [:mattheww]]

Closing. Yipee!