When we last left off, we described an upcoming change to the Firefox installer – those users canceling out of the process (via en-US downloads initiated at www.mozilla.com) will be able to leave feedback if they’re interested:
Those checking the check box and clicking “Yes” will see the following feedback form open:
This form is hosted by Kampyle, a small start-up that has recently been making waves within the analytics world. It’s difficult to tell via the screen shot above, but the interface and experience of completing their form is slick and should delight many users.
So, what do we expect as an outcome here? What will be the impact?
We’re estimating that about 5,000 users will leave feedback during our one-day test (this is based on a cohort of 50,000 daily users who complete download, but don’t complete installation). In crafting the questions in the form above (e.g., “Installation Problem”, “Suggestion?”), in some ways it’s difficult for us to precisely know what answers we want to see at the end of the process. Mozilla has never previously done research around this moment in a user’s experience, so this first pass is expected to point us in the right direction, narrowing down what we should be thinking about and researching in the future.
The positive impact to Firefox users could be huge. Direct feedback from thousands of users at a critical moment in time will likely provide a few key insights around our users, their pain points and their experiences. Either from this initial test or from a longer term survey implementation, we should expect changes/improvements to Firefox (e.g., product, UI, UX, messaging) to result.