{"id":833,"date":"2009-07-30T13:33:49","date_gmt":"2009-07-30T20:33:49","guid":{"rendered":"http:\/\/blog.mozilla.org\/metrics\/?p=833"},"modified":"2019-09-18T12:05:40","modified_gmt":"2019-09-18T19:05:40","slug":"an-improved-experience-for-2000000-non-firefox-users","status":"publish","type":"post","link":"https:\/\/blog.mozilla.org\/metrics\/2009\/07\/30\/an-improved-experience-for-2000000-non-firefox-users\/","title":{"rendered":"An Improved Experience for 2,000,000 non-Firefox Users"},"content":{"rendered":"

A few<\/a> months<\/a> ago<\/a>, we laid out the following:<\/p>\n

“Installing a piece of software can be a challenging process for the typical person to traverse.\u00a0 For example, with Firefox, we know that each day there are more than 50,000 people who fall into the following group \u2013 they complete the download process (receive the full data\/file), but don\u2019t then complete their installation of Firefox<\/strong>.”<\/p>\n

To help solve this problem, we integrated the following feedback mechanism into the Firefox installer for a single day in late March.<\/p>\n

\"cancel_step1_blog\"<\/p>\n

\n

As a result, we arrived at<\/a> two critical issues that were preventing users from installing Firefox:<\/p>\n

    \n
  1. Users were running into directory issues.\u00a0 Example comments were along the lines of — “telling me i don\u2019t have access to write to the installation directory… .”\u00a0 And non-Firefox users, in particular, were experiencing this problem.<\/li>\n
  2. Firefox not exiting\/closing cleanly (e.g., a zombie process<\/a>).<\/li>\n<\/ol>\n

    In response, the Firefox team integrated a fix for Problem #1 into the Fx3.5 installer (released last month).\u00a0 In short, the installer now requests elevation for non-admin users on Vista and above when UAC is turned on (see bug 404541<\/a> for details) and fallback to non-privileged install locations when the user doesn’t have write access to the Program Files directory.<\/p>\n

    Did the fix work?\u00a0 Did the modified Firefox installer actually lead to an improved user experience?<\/strong><\/p>\n

    Yes.<\/strong><\/p>\n

    This past Tuesday, we re-ran the feedback mechanism for a 24-hour period, so that any user canceling out of the Firefox installer was asked if they wanted to leave feedback.\u00a0 And what did we find?\u00a0 With the chart below, of the 400+ responses we received, I went through the individual comments left by users and grouped them into 5 different categories.\u00a0 Problem #1 (noted above) virtually disappeared.\u00a0 Problem #2 grew its overall share of the pie (compared with last time<\/a>).<\/p>\n

    \"feedback_by_category4\"<\/p>\n

    \n

    How did we arrive at our estimated impact of 2,000,000 users?\u00a0 We estimate that roughly 5,000 people were running into Problem #1 \u2013 daily<\/em>.\u00a0 Multiplied by 365 days, that equates to roughly 2 million people who will be aided by an improved experience over the next year.<\/p>\n

    Up next on the horizon\u2026 the Firefox team is looking into implementing some workaround solutions for Firefox users falling into the blue pie slice above (the timeframe is a couple months out).\u00a0 Also, with our next post, I\u2019ll dive into the second most popular comment \u2013 selecting Firefox as your default browser during the installation process.\u00a0 Stay tuned!<\/p>\n","protected":false},"excerpt":{"rendered":"

    A few months ago, we laid out the following: “Installing a piece of software can be a challenging process for the typical person to traverse.\u00a0 For example, with Firefox, we know that each day there are more than 50,000 people … Continue reading<\/a><\/p>\n","protected":false},"author":60,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[100,101],"tags":[],"_links":{"self":[{"href":"https:\/\/blog.mozilla.org\/metrics\/wp-json\/wp\/v2\/posts\/833"}],"collection":[{"href":"https:\/\/blog.mozilla.org\/metrics\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.mozilla.org\/metrics\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/metrics\/wp-json\/wp\/v2\/users\/60"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/metrics\/wp-json\/wp\/v2\/comments?post=833"}],"version-history":[{"count":0,"href":"https:\/\/blog.mozilla.org\/metrics\/wp-json\/wp\/v2\/posts\/833\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.mozilla.org\/metrics\/wp-json\/wp\/v2\/media?parent=833"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.mozilla.org\/metrics\/wp-json\/wp\/v2\/categories?post=833"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.mozilla.org\/metrics\/wp-json\/wp\/v2\/tags?post=833"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}