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Opened 3 months ago

Last modified 3 months ago

#5877 new enhancement

Create Review - UX improvements along the entire user journey

Reported by: abitofmind Owned by:
Milestone: Priority: normal
Component: Support Forums Keywords:
Cc:

Description

The entire user experience of creating a review has usability issues along different touch points:

  • Website
  • Email notifications
  • Review moderation

I) Both general usability issues, regarding navigation/orientation and readability.

II) And also service design issues along the user journey:

  • Missing option "email me a copy" during creation of the review
  • Email notification you receive when your review was archived contains no info how to followup
    • how to get a backup to use as the basis for refinements
    • whom/where to contact in case you oppose or in case you experience technical issues.

See below a series of annotated screenshots/mockups which show both the problems and the proposed solutions:

Attachments (5)

WP Review 1.png (585.3 KB) - added by abitofmind 3 months ago.
WP Review 2.png (448.5 KB) - added by abitofmind 3 months ago.
WP Review 3.png (462.2 KB) - added by abitofmind 3 months ago.
WP Review 4a.png (513.5 KB) - added by abitofmind 3 months ago.
WP Review 4b.png (111.6 KB) - added by abitofmind 3 months ago.

Change History (14)

#1 @abitofmind
3 months ago

#5867 manifests itself as one of the issues among others, outlined here in this very issue.

This ticket was mentioned in Slack in #forums by abitofmind. View the logs.


3 months ago

#3 @jdembowski
3 months ago

Email notification you receive when your review was archived contains no info how to followup

I suggest that not be an option in the forums. Sometimes abuse us archived and no one wants to have a conversation with an abuser. No email should go out in that scenario.

Edit: To expand on that, when I (a forum moderator) archive a review if the user needs a notification, I @ reply the user prior to archiving. They will get the email from the forums.

In the case where a many months old review is archived for cause, I do not because why bother someone who left a review 18 months ago?

Last edited 3 months ago by jdembowski (previous) (diff)

#4 @macmanx
3 months ago

Email notification you receive when your review was archived contains no info how to followup

I agree, with Jan, we definitely do not want to open up an email address to abuse, but this is still probably something we can address internally with the Support Team.

In the past, I've included something in these replies like:

If you have any questions, you can reach the Moderators in the #forums channel on our Slack instance: https://make.wordpress.org/chat/

This ticket was mentioned in Slack in #forums by macmanx. View the logs.


3 months ago

#6 @abitofmind
3 months ago

  • Component changed from Plugin Directory to Support Forums

@jdembowski and @macmanx what you commented regarding followup: Totally in my spirit!

  • By followup possibility I meant a footer text with either a mini summary and/or link(s) to policy page & forum team contact page.
  • This should always come from a no-reply email and not contain any links sensitive for abuse.
  • No convenience options at all for real abusers, but legitimate reviewers being victim to a false positive by human or machine decision should have at least a formal chance to look up info how to follow up.

What about the other proposals contained in this issue?

#7 @macmanx
3 months ago

No convenience options at all for real abusers, but legitimate reviewers being victim to a false positive by human or machine decision should have at least a formal chance to look up info how to follow up.

Yeah, for that @abitofmind check out #5878

This ticket was mentioned in Slack in #forums by yui. View the logs.


3 months ago

This ticket was mentioned in Slack in #forums by abitofmind. View the logs.


3 months ago

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