1262614 - add a way for users to provide targeted feedback for hello features, and better ways to report out this feedback.

Status: RESOLVED INCOMPLETE

(Hello (Loop) :: Client, defect)

Description

[chris hofmann]

https://support.mozilla.org/en-US/questions/1048644 makes it sound like there is no way to leave structured feedback on the hello feature and a few bugs seem to suggest hello had its own feedback mechanism but that might have been removed.

It seems to be near impossible to dig any structured comments out about hello from the input tool if any comments actually were sent in since many users use the branded feature term also as a salutation when starting the message.

https://input.mozilla.org/en-US/dashboard/?q=hello&date_end=2016-04-06&date_start=2016-03-30

we should have a way for users to provide structured feedback on hello and maybe even survey to better understand the kinds of tasks users might be involved in when trying to use hello and take suggestions on how those tasks might be streamlined.

Comment 1

[chris hofmann]

or its possible existing communication channels like redit could be used to get some targeted feedback, but starting a few brainstorming topics like "how would you/do you optimize tab sharing for specific sites or tasks?"

The only topic related to hello on redit that I could find was this
https://www.reddit.com/r/firefox/comments/47dfdf/firefox_hello_will_enforce_tabsharing_starting/

Comment 2

[chris hofmann]

Ian put some other interesting topical discussions that could be started on a place like reddit in another bug

> In what ways have we thought about or designed possible changes/improvements to the experience?  

For instance, a broad distinction in how people work with Hello: is it being used to inform other people about things on the web, to work with another person collaboratively, or to make and project specific observations?  I think we can get some empirical insight into this via this collection.

If it about informing another person, then the record of visited URLs might be most useful and should be highlighted.  If it's about collaboration, then we might want to prioritize collaborative interaction or handoff techniques.  If it's about making observations, then we might want ways to draw attention more powerfully.

Raise some ideas around broad potential for value around decision making and collection of resources for discussion. 

Ask users about length of sessions where hello sharing is happening since we don't have ways to separate out long (valuable) sessions from short ones, successful sessions from failed ones, users who have many sessions from users who have a smaller number of sessions.

(not sure I agree with the idea that length of session is a measure for success in communication.  twitter's a formidable example people wanting to share in short frequent bursts, and there is also the yogi berra-izm that says "I didn't have time to write you a short letter so I wrote you a long one."  Any way ask users about session length and get a few samples of data and ask if hello seems to be tuned better for short or long sessions, or should be. -chofmann)

Starting some reddit discussion topics has several possible benefits:

1) helps us to learn about users that are already out there\

2) generates more interest in people trying out hello and giving us some direct feedback.

3) identifies that small core or passionate users that can help the feature to go viral

This video emphasizes the importance that #3 has in developing successful products, and shares a lot of the same principals that were key to the original growth of firefox.  The video is definitely worth watching even if its very long.  It constantly stresses the importance of getting directly connected to users and not trying to hold them at arms length and try to do too much interpreting of what it is they are trying to do with your product.

https://www.youtube.com/watch?v=W608u6sBFpo&ebc=ANyPxKr9CxWNRKJ63Qs8VoBaOjEl_96deyiBqUHYwEEQ9YHh3DGUJFpWtyz8VxnVbyGgg7YcJiEEEpzfqgcLpndS9nFHxZQpLw

Comment 3

[chris hofmann]

I found a "sumbmit feedback" menu under the "setttings" gear icon when clicking on the hello toolbar icon that took me to

https://www.surveygizmo.com/s3/2319863/d2b7dc4b5687

I found the response loading survey pages their to be pretty bad.  I also found the questions asked pretty general and mostly around trying to capture problems v. understanding who the users are and how they are using using hello.

Do we actually get any feedback via this system or have we looked at expanding the kind of questions that we ask there?

Comment 4

[Romain Testard [:RT]]

(In reply to chris hofmann from comment #3)
> I found a "sumbmit feedback" menu under the "setttings" gear icon when
> clicking on the hello toolbar icon that took me to
> 
> https://www.surveygizmo.com/s3/2319863/d2b7dc4b5687
> 
> I found the response loading survey pages their to be pretty bad.  I also
> found the questions asked pretty general and mostly around trying to capture
> problems v. understanding who the users are and how they are using using
> hello.
> 
> Do we actually get any feedback via this system or have we looked at
> expanding the kind of questions that we ask there?

We do get a fair amount (326 since Apr 1st). This can be extracted from SurveyGizmo:
https://docs.google.com/spreadsheets/d/1HRFdl1cWLtOIbW6tzGrcUsV6RgxSAp6EaF0Xya0p6n0/edit#gid=0

Yes, currently this is about letting users raise issues or make product suggestions.

This requires a fair amount of effort to analyze since it not not very structured (mostly text). 
I agree we should structure this better in order to make this more actionable and indeed this could be a mechanism to also collect insights about user scenarios. Essentially we'd need to adjust the SUrveyGizmo survey, I'll follow-up with Gareth and marketing on this to propose an updated survey that would better serve these goals.

Comment 5

[Mark Banner (:standard8)]

Support for Hello/Loop has been discontinued.

https://support.mozilla.org/kb/hello-status

Hence closing the old bugs. Thank you for your support.