874947 - user review tips

Status: RESOLVED WONTFIX

(Marketplace Graveyard :: Consumer Pages, enhancement, P3)

Description

[testit]

User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:21.0) Gecko/20100101 Firefox/21.0 (Beta/Release)
Build ID: 20130511120803

Steps to reproduce:

It would be very helpful, if in the user review screen tips would be displayed, how a review should be written (similar like on amo). Especially it should be mentioned, that reviews shouldn't be used for bug reports.

Comment 1

[Christopher Van Wiemeersch [:cvan]]

Bram, how's this look?

# 4 stars or higher
- Disclaimer never appears:
http://f.cl.ly/items/3e2Z2U000S1i1x0c1M2S/Screen%20Shot%202014-06-09%20at%2010.53.15%20AM.png

# 3 stars or lower
- With support URL + support email:
http://cl.ly/image/2G3735172Y3h/Screen%20Shot%202014-06-06%20at%2010.12.52%20AM.png
- With support email:
http://cl.ly/image/2p3j183d1d1o/Screen%20Shot%202014-06-06%20at%2010.14.29%20AM.png
- With neither:
http://cl.ly/image/3f10411k3s1Y/Screen%20Shot%202014-06-06%20at%2010.17.53%20AM.png

Comment 2

[Bram Pitoyo [:bram]]

The support URL and support email design works well for me, but I wonder if we can simply say something like “Would you like to [submit a bug] instead?” and that link will lead to another form that will submit a bug?

Another way to do this: when app is rated 3 stars or lower, another button appears besides [Cancel] and [Submit]. It’s called [Report a bug], and it does exactly what it describes. This might be confusing and unnecessary, though.

I am thinking to see if there is something more we can do for users to offer feedback other than provide indirect links.

Here are some problems with offering links:
* If email address is tapped, then it will open an email program. But what if a user doesn’t use a local email client? Would it be helpful if the email is auto-filled with the subject line: “Support with [AppName]”?
* If website is tapped, then user will have to browser the website and seek the developer’s contact information manually, then either fill out a form or send an email.

At the point of wanting to offer feedback, our user’s mental state isn’t at his/her highest point. In fact, s/he is probably angry and frustrated.

Understanding this situation, can we make the reporting step really short and actionable? I think we can. I think we can build a reporting system that’s very similar to the review system. Of course, this report won’t have a star, and is used solely to offer feedback and bug reports.

I think considering some of the ideas above will help mitigate some of the tricky root issues. But maybe it’s not on the scope of this bug. If so, I like cvan’s idea of displaying support URL + support email. But I also think that we should open a new bug to talk about how best to offer feedback and report bugs.

Comment 3

[Wil Clouser [:clouserw]]

(In reply to Bram Pitoyo [:bram] from comment #2)
> I think considering some of the ideas above will help mitigate some of the
> tricky root issues. But maybe it’s not on the scope of this bug. If so, I
> like cvan’s idea of displaying support URL + support email. 

I like cvan's idea also.

> But I also think that we should open a new bug to talk about how best to
> offer feedback and report bugs.

Mailing list please (dev-marketplace@l.m.o). :)  I like your idea, but what happens when you click "report a bug" isn't clear to me.

Comment 4

[Christopher Van Wiemeersch [:cvan]]

I suggest going with my changes until we decide to do a huge overhaul of this: https://github.com/mozilla/fireplace/pull/476

Comment 5

[Wil Clouser [:clouserw]]

(In reply to Christopher Van Wiemeersch [:cvan] from comment #4)
> I suggest going with my changes until we decide to do a huge overhaul of
> this: https://github.com/mozilla/fireplace/pull/476

That works for this bug.  Any other follow up should be another bug or mailing list post.  Thanks.

Comment 6

[Christopher Van Wiemeersch [:cvan]]

I didn't merge this in, but anyone who wants to resurrect this in the future, feel free to take a look: https://github.com/mozilla/fireplace/pull/476/files

Comment 7

[Christopher Van Wiemeersch [:cvan]]

Can product set priority here please?

Comment 8

[Christopher Van Wiemeersch [:cvan]]

Bram, do you want to take a second pass on this? I was hoping we can do a more incremental change here than the options proposed in comment 2. See my comment 1 for screenshots of my initial attempt.

Comment 9

[Bram Pitoyo [:bram]]

I’m still concerned that putting a link to Support URL and Support Email will distract users from the activity that she wants to perform.

But because we don’t yet have a way for users to contact developers directly from the Marketplace interface, we should go with your idea on comment 1. I like the support URL + support email variant the best, because email might not work for all users (those without copy-paste feature, those who hasn’t registered an email using Mail.app, etc.)

Sounds good?

Comment 10

[David Bialer [:dbialer]]

This is a nice suggestion.  If UX is OK with this, we can go forward.

Comment 11

[Philip [:pwalm]]

this will be addressed in P1.