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[M Lg] Accidental clicks outside of "Other monthly amount" modal window leads to confusing user experience
Closed, ResolvedPublic

Description

Summary:
This issue was observed while investigating T262361 in preparation for the upcoming international campaigns. When a user reaches the "Other monthly amount" modal window, and then clicks outside of the modal, they may end up accidentally making a recurring donation instead of a one-time donation. Especially given this issue is present on a mobile banner, accidental clicks are more likely and users may not notice the label on the payments wiki page once they're redirected.

Steps to Reproduce:

  1. Open https://en.m.wikipedia.org/wiki/Wikipedia?banner=B2021_0101_en6C_m_p1_lg_template&country=GB
  2. Select any donation amount
  3. Select Just once for donation frequency
  4. Select any payment method
  5. Select Yes or No for Opt-in
  6. Click Donate Now button
  7. Click "Yes, I’ll donate monthly, but for a different amount"
  8. Click anywhere outside of the modal window that appears
  9. Click Donate Now button again on the main banner
  10. Observe payments.wiki page loads with a Monthly donation amount label instead of one-time

Actual Results:
Other monthly amount input results in confusing user experience for users, which may lead to unintended recurring donations

Expected Results:
The user experience should be as simple and clear as possible, so that users dont accidentally make unintended recurring donations

Event Timeline

@krobinson Would you happen to know if during last year's campaign most of the unintended recurring donations were coming from a mobile banner?

Awesome find! Deferring to @MBeat33 to help you here.

Thank you @jbolorinos-ctr for isolating this behavior!

The comments from Sep 9 & 11 in T262361: Investigate Japanese unintended recurring donations have lookups for campaign sources from Civi and UTM sources for a bunch of these. If the 'm' in the middle of some of these tags stands for mobile (and I am not sure on that) then we can say a fair number came from mobile banners. Looking up that data is about as much as I know for figuring out how these donations were made, but please let me know if I can help more with these.

Great catch @jbolorinos-ctr! Do you think it makes sense to just disallow closing the modal by clicking outside of it? Using the back button in the modal seems to work as expected.

Thanks so much everyone for the quick responses on this!

Okay, should be fixed with this edit to current best, please confirm.

No live banner updates needed as the only live campaign is Latam which doesn't have any recurring.

Thank you for assigning the phab task back to me so that I can verify it's been fixed @Pcoombe. I think it's an important part of the QA process that bugs/enhancements always be assigned back to the originator, so that we can be sure to verify the original intent has been met.

One final nit-pick, I do think this fix addresses the confusing issue with recurring donations, however users will now have to click the back button several times to escape the banner. It would be great if we could include a close button on the "Other monthly amount input" window as well (see screenshot)

image.png (594×1 px, 43 KB)

I don't think adding a close button is a good idea. It would just present the same ambiguous behaviour as closing by clicking the mask did. All it does is send the user backwards in the flow, so I think the back button is clearer.

jbolorinos-ctr assigned this task to Pcoombe.

Ok I'm just going to close this task then. We can always revisit again in the future if complaints come in related to closing on this view.

Thanks @Pcoombe