Kitsune (new SUMO site) will have fox nurse background image. http://master.support.mozilla.com/en-US/home/ http://master.support.mozilla.com/media/img/nurse.png But unfortunately it make visitors feel fear or bring a sense of unease in some country. Localizers should be able to select other design if the fox nurse is not suitable for their country or culture. Please make localizer possible to change or disable the background image.
Do we know which countries would feel fear or unease when seeing our cat nurse?
I don't know enough about other countries and not sure how many countries feel "this character is not good for user support site" or "this may make user feel unease". My suggestion is, ask localizers if the new design with the character is good for user support site in their country/culture or not. Problem like this depends on personal taste and of course not all of Japanese hate it. But at least, Mozilla Japan marketing staffs agree that this character is not suitable for official user support site in Japan. note: This is not problem of cat nurse only, but also other characters (monsters) in the coming new mozilla.com site design. We Mozilla Japan will not use them in our mozilla.jp site since they are not suitable for Japanese.
Cc'ing Slater -- do we have a solution in place for this on mozilla.com/mozilla.jp? Not sure what we should do here. dynamis, could you point out to any specifics that makes this cat nurse mascot unsuitable -- is it the fact that it's dressed out as a nurse, or that it's a cat, or a combination? Could we do anything with it to make it more suitable for Japanese visitors? Just trying to understand this so we can figure out the best solution. Thanks!
If it's a serious cultural issue for any locales, I think it's fine to simply remove the cat nurse (or any other illustration)...the page design ought to hold together ok without it. Am copying Kohei here, as well.
This is purely a cultural curiosity question, but what about these graphics and designs is inappropriate for the cultures in question?
Yeah, as dynamis said, we have thought that those monsters (foodie, curly, bunny, rhino, trapeze, etc.) might not be preferred by some Japanese consumers, especially business users. Perhaps we'll go with such simple design: http://www.intothefuzz.com/leetom/Mozilla.com/JPG/home_newusers_test_02f.jpg or feature Foxkeh :) Anyway, you guys should preview the nova redesign among localizers via the l10n-web list. I'm trying to keep up with the [redesign] bugs but most localizers don't even know the redesign will happen soon.
(In reply to comment #3) > dynamis, could you point out to any specifics that makes this cat nurse mascot > unsuitable -- is it the fact that it's dressed out as a nurse, or that it's a > cat, or a combination? Could we do anything with it to make it more suitable > for Japanese visitors? Just trying to understand this so we can figure out the > best solution. Thanks! In Japan culture, characters wearing nurse will tend to evole adult contents because of Manga (doujinshi) culture: http://www.google.co.jp/images?num=50&q=ナース+コスプレ Unless we intentionally use it as a joke, we generally should avoid it. But cat, nurse or a bombination itself is not the main reason. In japan culture, web site of the companies or software distributer should looks professional. Japanese people especially business users don't want to download software from the site which doesn't looks serious. I think you are using cat nurse in Sumo to make the site friendly or community-like. But unfortunately they looks funny, non-serious site for Japanese. # not only cat nurse but also all other characters in the new site: # http://nova.stage.mozilla.com/en-US/ To confirm this is not only my opinion, I asked about how feel with new sumo top page via twitter. I got no positive response and almost all of them say "the cat nurse is not looks good", "the design is not suitable for official site". Even if the character are really suitable for the sense of the country, it can be used in the suitable place. But in this case: - the cat nurse is not match the sense of Japanese users - top page doesn't looks professional with the too large character So in general, when we try to use some characters (if the character is official logo or mascot, it's acceptable but in this case they are just used for site design) in the main part of the site, we should carefully research about global culture or need to prepare choice for localizers. ----- just for your info ----- More example about difference of the sense: "The Incredible Hulk" is one of the hero character in the American culture but green man never will be here in Japan. Japanese always feel green or blue skin human as hero but we feel they are enemy. # we also don't eat green/blue colorful cake FYI: worst case study by Microsoft: http://www.microsoft.com/taiwan/silverlight/default.htm Site like this never be acceptable for Japanese professional site.
The cat is very creative, but I don't have any reason to believe that it adds value to the site. I suggest removing the cat on all locales. Foxkeh or something tied to Firefox would probably be better, but since your main audience already comes to the site with a task in mind, graphical appeal isn't anywhere near as important as functionality and easy browsing. The goal here is retention and finding answers, not brand building or visual appeal. For example, a better balance would be: http://support.twitter.com/ http://www.apple.com/support/ http://www.amazon.com/gp/help/customer/display.html?nodeId=200127470 Most support pages focus on product identification and browsing above all else. Getting a user to an answer is the primary focus, since that is what affects retention and customer happiness. Since I'm not too familiar with the process thus far, can someone provide data or reasoning that explains why we should keep it for other locales?
I don't have data either to prove that a friendly mascot adds or reduces value to the site, but the reasoning for having it is to make the users' experience more positive because the site feels friendly and welcoming. We think that many users visiting support have a problem and are more or less frustrated -- the idea is to calm the user down by supporting the main message on the site: "Need Help With Firefox? You've come to the right place." The plan is of course not to offend anyone with sexist associations, and it's unfortunate that a nurse has those associations in Japan -- we definitely should remove it from the Japanese start page.
Agreed with what David said, but I should also note that we've started discussions with the AMO team about how to dramatically simplify the header area of their site (while still keeping it integrated into the overall Firefox website look & feel). Obviously that will have implications for SUMO, too, so we should talk about that...and, in the process we could probably find a way to both simplify the overall experience in some of the ways Morgamic described while still retaining the nurse for the reasons David said.
We are seeing some feedback on the new SUMO homepage via Twitter, but the nurse image's reputation is *not* good :(
Yeah, we've talked about tightening up the upper part of the page a bit by cutting down on the copy and making the nurse smaller as a result. This would all fit in nicely with the requirements for the mobile/small screen version of the page, which would benefit from more concise copy. We'll file follow-up bugs for that shortly.
(In reply to comment #9) > I don't have data either to prove that a friendly mascot adds or reduces value > to the site Research suggests that "Users pay close attention to photos and other images that contain relevant information but ignore fluffy pictures used to "jazz up" Web pages." : http://www.useit.com/alertbox/photo-content.html
Even after compression, the nurse is ~30KB, which is about 10% of the front page weight, which tells me two things: 1) even compressed, it's quite heavy, and 2) 300KB on the home page?!?
Jeff has a good point in commment #13! I maintain that the best way to calm a user is to get them to their answer as easily as possible. The site decor won't cure their angst as soundly as a solution to their problem. For the record, I am personally frightened by the cat nurse and am seeking therapy to deal with the mental trauma she has caused.
(In reply to comment #15) > The site decor won't cure their angst as soundly as a > solution to their problem. (In reply to comment #13) > Research suggests that "Users pay close attention to photos and other images > that contain relevant information but ignore fluffy pictures used to "jazz up" > Web pages." As I said previously, the point of it is to support the main message on the page, not that people should pay close attention to it. Ignoring it is fine, as long as it doesn't distract users from carrying out the task on the page. > For the record, I am personally frightened by the cat nurse and am seeking > therapy to deal with the mental trauma she has caused. Fwiw, she is quite friendly and caring. But for the sake of staying on topic, this bug is about optionally removing it from the start page for certain (ja) locales, so let's focus on getting that done. Let's discuss offline how we can streamline the page for all locales to 1) make the cat take up less space, 2) tighten up the margins around the search box, and 3) cut down on the copy above the search box to make this work better with the upcoming mobile/small screen template.
Any ETA on this? We'd like to remove the unpopular nurse ASAP.
We can at least hide her for Japanese in 2.6.
https://github.com/jsocol/kitsune/commit/391ac6fa Hidden when locale is 'ja'. See also bug 632458 for further discussion about the nurse/candystriper/cat in general.
Verified no nurse displays on the /ja locale