The product name and logo on the product landing pages are not linked. However, 1-2% of visitors to the pages are still trying to click it (measured with Optimizely), that might be a convenient place to link people back to the product pages, eg. The logo and name on the top right on https://support.mozilla.org/en-US/products/firefox should link to http://www.mozilla.org/en-US/firefox/fx/
I disagree with this. We link the logo and name to the landing page everywhere else, for example: https://support.mozilla.org/en-US/products/firefox/get-started We don't link it on the landing page because the user is already on it, but maybe we should just have it link to itself? I'm pretty sure it isn't a good UX practice to be inconsistent or to have the header link off to a different site. Moving to backlog for discussion.
Whiteboard: u=user c=wiki p= s=2013.20 → u=user c=wiki p= s=2013.backlog
Hey Ricky, I think we have a different use case for Webmaker, because right now there's no way to go back to Webmaker.org from SUMO. Mainly, I'm wondering if it's possible for the Webmaker text and logo on the main product page here https://support.mozilla.org/en-US/products/webmaker Can link to http://webmaker.org (?) (apologies if the discussion is now moved somewhere else, not sure how all the whiteboard tags work)
(In reply to Jacob [:Jacob] from comment #2) > I think we have a different use case for Webmaker, because right now there's > no way to go back to Webmaker.org from SUMO. OK. I get that use case. I wonder if there is a better and more obvious way to make that happen though? > Mainly, I'm wondering if it's possible for the Webmaker text and logo on the > main product page here > https://support.mozilla.org/en-US/products/webmaker > > Can link to http://webmaker.org (?) We definitely can do this. I just don't think it's obvious and there may be better ways? I was hoping Bram can give us his thoughts :)
Because Webmaker doesn't have a download button as Firefox has, maybe we can add an element in that area saying: Go back to the Webmaker site. Regarding the initial issue that triggered this bug, it would be great to understand why users are trying to click on that element before offering a solutions. We are not sure if users trying to click on Firefox want to go to a page were the only thing they can do is download Firefox...considering that we are already offering a Download button.
(In reply to Ibai Garcia [:ibai] from comment #4) > Regarding the initial issue that triggered this bug, it would be great to > understand why users are trying to click on that element before offering a > solutions. Did I hear survey time?
This is an interesting problem. Ricky’s comment 1 is common practiced. It was my mistake to not specify this behavior when redesigning SUMO a year ago. We should link the product image and name back to the product landing page. If we want to link them to a separate area (for example, the Firefox download page or webmaker.org), we should do what Ibai had written on comment 4, which is to add a text or visual element that will indicate clearly that “this link will take you somewhere outside of Mozilla Support”.
I just started a survey on that page for those who click the logo, maybe the answers can point us to what people are trying to do. The question is: "Why did you just click on the Firefox Logo?" Answers: * I want to download Firefox * I want to update Firefox * I want to go to the start page of support * I want to see where the button would take me * Other (In reply to Bram Pitoyo [:bram] from comment #6) > We should link the product image and name back to the product landing page. You mean it should reload the page? That's what a lot of page do indeed.
(In reply to Kadir Topal [:atopal] from comment #7) > You mean it should reload the page? That's what a lot of page do indeed. Yes. Clicking the product name should, in this case, reload the page. Just like clicking the “Mozilla Support” wordmark will always link to home or /. One one hard, reloading the page might provide a lot of inaccurate numbers for our analytic system. On the other, it can provide an important insight into user behavior (why do they click it a lot?) if the right survey/telemetry is implemented.
Created attachment 830830 [details] Survey Results Results from the survey are in. The confidence interval is 5% I want to download Firefox 53 12.7% I want to update Firefox 174 41.7% I want to go to the start page of support 75 18.0% I want to see where the button would take me 35 8.4% Other 80 19.2% More than 50% of those who click the link want to download or update Firefox. Kinda weird, considering that there is a big download button right next to it. We are already addressing the use case on the product landing page in bug 933474, but this result makes me wonder if that is going to be enough. Anyway, we should go ahead and make the button reload the page. There is still the issue of linking to the product page for non moco-projects like Web Maker though. Bram, what do you think of using a text link below the logo for that?
(In reply to Kadir Topal [:atopal] from comment #9) > More than 50% of those who click the link want to download or update > Firefox. Kinda weird, considering that there is a big download button right > next to it. Actually it's not right next to it - it's on the other side of the screen. Maybe that's the problem. Maybe we should consider putting the download button "right next" to it.
You mean have the download button at the center instead of the right hand side? We could do that, and we are already measuring how many people we are helping from the product landing page, so we'd see any major positive or negative effect. My only superficial concern is that it would look ugly to have that centered on the page ;)
Remember that the amount of users who click on the title vs the button is quite small. The layout doesn't seem completely broken as it is. Kadir, you have the exact numbers for this, right?
Ibai, I'm not sure what you mean with title vs button. I did a survey on how many people clicked the Firefox wordmark (logo + brandname). Do you mean that the number of people who click that is low compared to the number of people who click on the download button? In that case: 1% click the wordmark vs. 6% clicking the download button. Also, I'm not sure what you mean with "The layout doesn't seem completely broken as it is".
That's exactly what I meant. So about 0.5% vs 6% click that image expecting to download Firefox. I'm wondering if they clicked on it expecting that the download will be on the other side or if in general they are navigating looking to update. What I mean is that, we could move the button around and put it closer to the image but that risks the balanced layout.
Actually, other than the obvious solution – which is to move the download button closer to the product title – we can also try renaming the link from “Firefox - free download” to something like “Upgrade Firefox” or even “Upgrade or download Firefox”. The point is, now that we’ve identified a fairly large subset of visitors who want to update, we can optimize the same download button for the use. In hindsight, if you think about it, it makes sense that people who visits SUMO already has Firefox installed (or they might even visit from Firefox), and so they’re looking for ways to fix a problem with their installation (via upgrade), assuming that upgrading will fix their problems. Wild hypothesis based on the above: upgrading is so popular because there exists a significant number of SUMO visitors who think that updating Firefox will resolve most of its common problems. Years of using Windows have taught them that reinstalling = fix. The solution in our case is to Reset, of course, but the “reinstall to fix” mental model isn’t easy to unlearn. Plus, people might not go to SUMO when they don’t have Firefox? So perhaps we can change the button label to fix, along with a link called “do you know that the way to fix problems is by Reseting Firefox”?
Moving 2013Q4 bugs to the Future since we didnt care enough about them in 2014Q1.
Target Milestone: 2013Q4 → Future
a year ago
Priority: P3 → P4
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