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Help panel: increase open rate
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Description

In analyzing the help panel, we have found that the following percentages of newcomers who see the help panel call to action click to open the help panel:

  • Korean: 21%
  • Czech: 17%
  • Vietnamese: 12%

We hypothesize that these numbers could be increased, potentially by making it clear to newcomers that we want them to open the help panel when they are first trying to edit. In other words, it may be that newcomers don't notice the help panel call-to-action. Or if they notice it, they may think that they don't yet need help -- but we think that if they open it up, see the links or try out the search, they may have a better first experience.

It's important to note that we don't want to annoy the user such that they dismiss the help panel outright. We are looking for the right balance so that users know the help panel is available, are encouraged to use it, but are not impeded by its presence.

Specifications:

  • An animation (with same specs as the ones for the two dots highlighting the "link" and "cite" actions of the VE menu bar) draws user's attention to the help panel CTA.
  • The animation will only de visible during the first edit session.
  • The animation will keep going until the user eventually clicks on it.

Desktop version:


Mobile version:

Event Timeline

Restricted Application added a subscriber: revi. · View Herald TranscriptMay 14 2019, 12:26 AM

Assigning to @Cntlsn so he can think about some design concepts here while much of the team is at Hackathon.

MMiller_WMF updated the task description. (Show Details)May 14 2019, 12:28 AM

Below are two different sets of mockups (for both desktop and mobile) tackling the two issues mentioned in the description:

  • noticing the help panel CTA
  • understanding what the help panel is about
  1. The first option explains what the help panel is and makes the CTA more visible -- and it is more invasive. In both the desktop and mobile version the popup contains information about what kind of actions can be taken from the help panel: "It’s time for your first edit!
 Click here to browse frequently asked questions, or ask your own question to the Help Desk. (Questions are usually answered within ~15 minutes).":
    • Desktop version, a popup pointing at the CTA appears on first edit with an animation right after the CTA's animation with, and with a movement that shows its dependency from it.

      Desktop Mockup:
      Desktop Animated gif:
  • Mobile version, a fullscreen popup appears on first edit after loading the editor, and blocks the view until the user press a button that says "Ok, got it". The mobile version of the copy also illustrates the help panel icon, as it is not pointing directly to it.

    Mobile mockup:
  1. The second option only makes the CTA more visible -- and it is less invasive. On first edit an animation, similar to the two dots highlighting the link and cite icons of the editor menu bar, leads user's eyes to the help panel CTA:

    Desktop animation:
    Mobile animation:
Cntlsn reassigned this task from Cntlsn to MMiller_WMF.May 30 2019, 9:16 AM
Cntlsn added a subscriber: Cntlsn.

@MMiller_WMF ready for review

JTannerWMF moved this task from Needs triage to Triaged on the Mobile board.Jun 14 2019, 11:36 AM

@Cntlsn -- I think we should start with the option of the pulsing call to action, and I think it should only pulse during the first edit session that a user sees it. We should do it such that it pulses until it is opened. Could you please update the description with those specifications? After you do that, I'll move it to Upcoming Work along with specifications on timing and how we will be careful to detect the difference in open rate.

Cntlsn updated the task description. (Show Details)Jun 20 2019, 4:27 PM

@MMiller_WMF specifications added to the task description.

Cntlsn updated the task description. (Show Details)Jun 20 2019, 4:31 PM

Animations are disturbing and, at the end, annoying. The pulsing option should be limited in time (5 sec for instance). The information panel would be more interesting, because it guides the user.

RHo added a comment.Jul 17 2019, 4:49 PM

hi @MMiller_WMF - per our discussions together, and also with @Cntlsn, suggest we pause this task as low prio given that the click rates are actually pretty high as it is for help feature. Or else if it is easy to do, can we keep it to a 5sec pulse like Benoît says? I agree a constant pulse until it is clicked would be very annoying and distracting for something that is optional.

Urbanecm edited subscribers, added: Urbanecm_WMF; removed: Urbanecm.Aug 22 2020, 6:52 PM