[EPIC] Growth: help panel iterations
Open, MediumPublic
Actions

Assigned To

Authored By

	MMiller_WMF
	Jul 25 2019, 11:50 PM

Description

The help panel was first built in T206711. It was deployed in January 2019 to Czech and Korean Wikipedias, in March 2019 to Vietnamese Wikipedia, and in July 2019 to Arabic Wikipedia. Over the course of the first months of usage, we see about 17% of newcomers opening up the help panel and about 50% of those taking some action once opened. Based on these numbers (and other data and stories), the Growth team has decided that the help panel is a feature with high potential that needs to be iterated upon in order to deliver the help that newcomers need.

[Note: this task needs to link to wiki pages that report on help panel usage and pain points thus far.]

This epic contains tasks that seek to improve the biggest pain points and missed opportunities in the help panel experience:

Increase the percentage of users who open the help panel.
Increase the percentage of users who click a search result.
Increase the percentage of users who start and complete the question-asking workflow.
Increase the percentage of users who view the response to the help panel questions.

Related Objects
Search...

Status	Assigned	Task
Open	MMiller_WMF	T229072 [EPIC] Growth: help panel iterations
Open	None	T209327 Help panel and homepage: provide suggested answers as users type their question
Open	None	T211356 Help panel: create AbuseFilter to make sure help desk responders ping the newcomers
Open	None	T211513 Help panel: show search link content and help link content inside help panel
Declined	None	T223187 Help panel: increase open rate
Open	None	T223189 Help panel: increased context and comfort with asking questions
Resolved	kostajh	T243694 Help panel: change placeholder text
Open	None	T220753 Homepage and help panel: identify when a question has been responded to
Open	None	T272146 Automatically ping newcomers when their question has been answered
Resolved	Urbanecm_WMF	T343339 Mark discussiontoolsedit as stable for external users
Declined	kostajh	T223807 Help panel: proof-of-concept WikiChat
Open	None	T224630 Help panel: measure demand for live chat
Open	None	T225962 Help panel: enable storing questions posted
Open	None	T229080 Help panel: understand search behavior
Open	None	T211167 Help panel: ping experienced editors to answer questions
Open	None	T209328 Help panel: allow users to mark the context of their question
Open	None	T229081 Help panel: suggest an edit
Open	None	T229108 Help panel: Prompt users of help panel search to ask a question instead when they get unhelpful/no search results

Event Timeline

MMiller_WMF created this task.Jul 25 2019, 11:50 PM

Restricted Application added subscribers: revi, Aklapper. · View Herald TranscriptJul 25 2019, 11:50 PM

MMiller_WMF added a project: Epic.Jul 25 2019, 11:51 PM

MMiller_WMF edited projects, added Growth-Team (Sprint 0 (Growth Team)); removed Growth-Team.

MMiller_WMF moved this task from Incoming to Epics In Progress on the Growth-Team (Sprint 0 (Growth Team)) board.

MMiller_WMF added a subtask: T209327: Help panel and homepage: provide suggested answers as users type their question.Jul 26 2019, 12:42 AM

MMiller_WMF added a subtask: T211356: Help panel: create AbuseFilter to make sure help desk responders ping the newcomers.

MMiller_WMF added a subtask: T211513: Help panel: show search link content and help link content inside help panel.

MMiller_WMF added a subtask: T223187: Help panel: increase open rate.Jul 26 2019, 12:45 AM

MMiller_WMF added a subtask: T223189: Help panel: increased context and comfort with asking questions.

MMiller_WMF added a subtask: T220753: Homepage and help panel: identify when a question has been responded to.

MMiller_WMF added a subtask: T223807: Help panel: proof-of-concept WikiChat.

MMiller_WMF added a subtask: T224630: Help panel: measure demand for live chat.

MMiller_WMF added a subtask: T225962: Help panel: enable storing questions posted.

MMiller_WMF added a subtask: T211167: Help panel: ping experienced editors to answer questions.Jul 26 2019, 1:04 AM

MMiller_WMF added a subtask: T209328: Help panel: allow users to mark the context of their question.

I'm surprised that there is no subtask for measuring the impact of translations. The presence and quality of translations is, in my experience, the single most important determinant of the efficacy of documentation.

@Nemo_bis -- thanks for looking over this task! Are you referring to the quality of the help pages that the help panel links to? Or the quality of the text inside the help panel feature itself?

I should also mention that the Growth team has put this work on the backburner in favor of our work on the newcomer tasks project. We're actually going to be evolving the help panel to facilitate guiding newcomers through doing the suggested edits given to them in that project. Here's the epic in which we'll be doing that work: T239181: [EPIC] Growth: Newcomer tasks 1.2 (guidance)

MBinder_WMF added a project: Growth-Team-Filtering.Apr 15 2021, 6:51 PM

• Rileych removed a project: Growth-Team-Filtering.Apr 20 2021, 4:46 PM

• Rileych removed a project: Growth-Team (Sprint 0 (Growth Team)).May 4 2021, 1:21 PM

Restricted Application added a project: Growth-Team. · View Herald TranscriptMay 4 2021, 1:21 PM

• Rileych moved this task from Inbox to Triaged on the Growth-Team board.May 4 2021, 1:22 PM

kostajh triaged this task as Medium priority.May 4 2021, 1:46 PM

kostajh closed subtask T223807: Help panel: proof-of-concept WikiChat as Declined.May 26 2021, 12:12 PM

kostajh closed subtask T223187: Help panel: increase open rate as Declined.Jul 2 2021, 8:00 AM