User feedback not getting posted
We've had a couple of cases where users thought they posted feedback but we did not find their feedback in the forum. We looked into it with both users and found they were not actually successfully posting -- and getting tripped up at the same place. This seems like it could be tripping up other people, so we thought we'd bring this to your attention.
Specifically:
After we drilled into it, the reason for this mis-step seems to be that these users were reading "Your idea may have already been shared!" as "Your idea has been shared!", and are reading "Post my new topic" as "Post a new topic". This mis-read was reinforced by the common form behavior -- which if you fill out a form and hit "Continue" the form gets submitted.
Possible solns: If a person gets to this screen and clicks the 'X' without posting the stuff they just typed in, you might pop up an "Are you sure" dialog worded to make it clear that whatever they typed in has not yet been posted.
Given what an important step in the flow this is, it would be great if you could reconsider the language on the dialog with this particular flavor of misinterpretation in mind.
Specifically:
- We're using feedback widget.
- User picked "Idea"
- User typed in his issue
- User clicked "Continue"
- User got to the screen below. At this point he just clicked the "x" in the upper left!
After we drilled into it, the reason for this mis-step seems to be that these users were reading "Your idea may have already been shared!" as "Your idea has been shared!", and are reading "Post my new topic" as "Post a new topic". This mis-read was reinforced by the common form behavior -- which if you fill out a form and hit "Continue" the form gets submitted.
Possible solns: If a person gets to this screen and clicks the 'X' without posting the stuff they just typed in, you might pop up an "Are you sure" dialog worded to make it clear that whatever they typed in has not yet been posted.
Given what an important step in the flow this is, it would be great if you could reconsider the language on the dialog with this particular flavor of misinterpretation in mind.
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Inappropriate?This is a really good point. Thank you for bringing it to our attention! Also thank you so much for the clear explanation and screen shot. That is super helpful. I'll be sure to share it with the design team.
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