1852830 - [Desktop] Shopping sidebar says "Unreliable reviews removed" despite not actually removing any reviews

Status: VERIFIED FIXED

(Firefox :: Shopping, defect, P3)

Description

[Daniel Holbert [:dholbert]]

The shopping sidebar currently says...

Unreliable reviews removed

...under its adjusted rating.

I think that statement implicitly means "...when generating this Adjusted rating". But that's not at all clear right now, and it feels like the abbreviated wording may be over-promising. Users may interpret it to mean that we've literally removed the unreliable ratings from the page that we're showing to the user -- but I don't think we have?

In particular:

• "Unreliable reviews removed" sounds like we've potentially updated the rating count that's shown in the page alongside the star rating. So, a user might misinterpret Amazon's 50 ratings in a product's rating-badge to mean "There are 50 ratings that Firefox judges to be reliable, since Firefox clearly says it has removed the unreliable reviews".

• "Unreliable reviews removed" sounds a lot like we're saying we've removed the text of these reviews from the display of the product's reviews -- so the user might feel like they can freely read through product-reviews, and trust that the ones they're seeing are legitimate.

Perhaps we should reword this to avoid confusion & over-promising?

Comment 1

[Daniel Holbert [:dholbert]]

Attachment: screenshot showing the connection that users may draw

Here's a screenshot of how this looks on an example product page, https://www.amazon.com/dp/B07DN6WVSN

In looking at this UI, it's easy to misunderstand this as Firefox declaring that it has removed the unreliable ratings from the Amazon product page, and that the remaining 1,218 ratings shown in the content are reliable/trustworthy. (This is incorrect, of course; the product is shown with 1,218 ratings regardless of whether you've opted in to our shopping Review Checker UI.)

Comment 2

[BugBot [:suhaib / :marco/ :calixte]]

The severity field is not set for this bug.
:jhirsch, could you have a look please?

For more information, please visit BugBot documentation.

Comment 3

[Ania]

Katie, I feel this feedback might be worthwhile to consider in 120, what do you think?

Comment 4

[Jared Hirsch [:jhirsch] (he/him) (Needinfo please)]

Will, do we want to try to prioritize these changes soon?

Comment 5

[wrocklin]

I get why this could be confusing [and dovetails to larger sidebar vs. main content interplay] but without a clear and obvious improvement here (unless @ania or @jared or others have one) I think we should let this ride for now and circle back when we have more clarity on what to do.

Comment 6

[Daniel Holbert [:dholbert]]

One possible improvement might just be to just change the wording from "removed" to a better word that doesn't imply that we modified the webpage.

e.g. in the phrase Unreliable reviews removed, maybe we should replace "removed" with ignored, or disregarded, or excluded?

Those all would substantially lower the possibility for misinterpretation here, while still concisely communicating the same thing about how the adjusted rating is calculated.

Comment 7

[Daniel Holbert [:dholbert]]

(Or omitted.)

Comment 8

[klower]

@Will An alternative string for this space could be “Based on reliable reviews”. I feel it is less ambiguous. I know Ania weighed in on it a bit ago, when she first pinged me in this ticket. To note, if we do decide to update, would need to do it across iOS, Android, Desktop. And would flag Mark if any marketing assets feature that line prominently.

Link to Figma for visual: https://www.figma.com/file/Wu4kaHSfKSQnzkym7qek3R/Review-Checker-Spec?type=design&node-id=8951-29775&mode=design&t=quUAs1PUITieOD2B-4

Comment 9

[wrocklin]

@daniel - I think @klower has got a good solution here. I checked with Mark who likes the updated copy. Let's go with the updated version. I'll file tickets for iOS, Android and Desktop. Thanks Katie!

Comment 10

[Daniel Holbert [:dholbert]]

Yup, that sounds great - thanks!

Comment 11

[:Gijs (out for now; he/him)]

(In reply to wrocklin from comment #9)

@daniel - I think @klower has got a good solution here. I checked with Mark who likes the updated copy. Let's go with the updated version. I'll file tickets for iOS, Android and Desktop. Thanks Katie!

Will, where is the Desktop ticket? I don't see it and still see the old message. Looks like Android updated in bug 1864365 but I can't find a comparable Desktop ticket at all.

Comment 12

[wrocklin]

Hey Gijs - I took a look and could not find. Seems like we should make a new one. Want to do that or want me to do that?

Comment 13

[:Gijs (out for now; he/him)]

(In reply to wrocklin from comment #12)

Hey Gijs - I took a look and could not find. Seems like we should make a new one. Want to do that or want me to do that?

We can morph this bug.

Comment 14

[:Gijs (out for now; he/him)]

Per discussion in the triage meeting, we believe this doesn't block further rollout in the US.

Comment 15

[Jared Hirsch [:jhirsch] (he/him) (Needinfo please)]

Attachment: Bug 1852830 - Change review checker explanatory wording. r?niklas,gijs

Comment 16

[Pulsebot]

Pushed by [e-mail]:
https://hg.mozilla.org/integration/autoland/rev/21fadb38d73d
Change review checker explanatory wording. r=niklas,fluent-reviewers

Comment 17

[Cristian Tuns]

https://hg.mozilla.org/mozilla-central/rev/21fadb38d73d

Comment 18

[Rares Doghi, Desktop QA]

Verified as fixed in our latest Nightly builds 129.0a1 (2024-07-08)