1529098 - Firefox Send and Send Tab / Send to Device and Sync confusing for users

Status: RESOLVED WONTFIX

(Firefox :: Sync, enhancement, P3)

Description

[janiceahn7]

User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.14; rv:67.0) Gecko/20100101 Firefox/67.0

Steps to reproduce:

Click on meatball menu. Or respond to CFR or other CTA/copy about Send or Sync. Or go to Firefox Send landing page.

Actual results:

Send Tab to Device feature sounds the same as Send (Firefox Send https://send.firefox.com/). This is confusing for user, especially if user is not familiar with either/both features.

Expected results:

Naming of features should be differentiated to eliminate user confusion between features, whether one enables another (Sync enables Send) or are distinct (Send Tab or Send).

Comment 1

[Sylvestre Ledru [:Sylvestre]]

Yeah, we should improve the wording.

Comment 2

[Mark Hammond [:markh] [:mhammond]]

Ryan or Alex, do you have any thoughts here?

Comment 3

[Alex Davis [:adavis]]

My thoughts are that Send Tab has been around for 2-3 years and is embedded in 3 different products, soon to be 4. Renaming it will be a huge pain across every touchpoint and product. Not to mention we have tutorial videos and all. Not to mention, I have no idea what we would call it otherwise.

Send is somewhat new and a website. That seems easier to change. But it's probably easier for me to tell John and marketing to change their product name than it is for them to actually do it.

I personally don't think this is a problem that will get resolved in a bug. It will require marketing, branding and various product managers to align.

I'll ni? John (product) and Celeste (marketing) so it's on their radar.

Comment 4

[John Gruen [:jgruen]]

I don't understand why a CTA about sync would ever direct a user to Firefox Send? I'm not super concerned about the overlap here, and I haven't had any flags raised by marketing. Good to keep this in mind, but we're not currently exploring name changes.

Comment 5

[Ryan Feeley [:rfeeley]]

I can understand the confusion this introduces for users. If Send is eventually to become more than "send" but also "store" with the differentiating feature of encrypted data, perhaps now is a good time to consider a rename.

Comment 6

[Celeste]

The confusion here is a known issue for marketing and has come up in the form of internal confusion as well. We were too close to launch by the time this got flagged. Any decision on re-naming will definitely need to include Tim and the brand team. Just a thought, but we are renaming Lockbox in June. If we were going to do something about renaming Send that might be the time to do it as we could create a "rebranding moment" if we were doing more than one name at the same time.

Comment 7

[David Durst [:ddurst]]

Closing this, as Send's and Lockbox's respective times have passed. Send Tab remains, and should be clearly enough different from Sync.