1122771 - Donation page link for off-line payment is easily missed

Status: NEW

(Mozilla Foundation Communications :: Website, task)

Description

[Janet Swisher]

This bug is the result of a complaint that found its way to admins of the community-usa mailing list. The user was looking for a way to donate off-line, and did not notice the rather small "Check" link that leads to Mozilla's postal address.

The user expressed concern that we were missing out on donations from people who either are not totally tech-savvy, or are concerned about security of their financial information.

Comment 1

[Andrea Wood [:andreawood]]

While we do have a very small (and vocal) number of people who want to donate via paper check, the overwhelming majority of donors use the secure online donation form. A total of 194 individuals emailed our "Have a Q? Send us an email" link on the donation form asking for our mailing address. In each case we replied and gave them the address. By contrast, over 300,000 people donated through the online form.

In addition to a direct "Send a check" link at the bottom of the donation form itself, we also:
-- added instructions on donating by check to the donation FAQ here: https://wiki.mozilla.org/Donate#Where_do_I_send_a_check.3F
-- And also include it on a Ways to Give page, linked in the FAQ: https://wiki.mozilla.org/Ways_to_Give

We're confident that based on the relatively tiny # of people who request to pay by check, we've provided customer service, and multiple ways to find our mailing address. No doubt some slip through, but we've covered the bases. Hope that helps.

Comment 2

[Janet Swisher]

No worries. I was mainly passing on the feedback because it came in through an odd channel. Consider it a refinement to keep in mind for next year's campaign. 

For example, how many people actually click the "Check" link? Could that be improved by display or wording changes such as "Mail a check"? And does any of that impact the number of paper checks you receive? That's assuming it's worth refining for a few hundred donations.

Comment 3

[Andrea Wood [:andreawood]]

Feedback is always welcomed!

FYI we did test different footer configurations to see if there was a significant difference in click through or conversion on the donation form:
https://fundraising.mozilla.org/the-un-dramatic-conclusion-donation-form-footer-experiments/

We're still receiving paper checks, though it's very difficult to attribute a specific # of checks to the # of click throughs on a link since there can be literally weeks between clicks and receiving the check... and we can't attribute a check to the same human that clicks (no PII for that). Since there are only a couple hundred checks at most, that's not a statistically significant # so it's very difficult to make a conclusion on what type of link works. When we have millions of clicks and thousands of donations (as with the online form) we have enough data to make decisions. 

Love the feedback loops though, please don't hesitate to reach out anytime.

Comment 4

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