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Savvy end users don't understand unclaimed discussions

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Troy

30 Mar, 2013 10:11 PM

The end user experience for an unclaimed discussion isn't clear. Most users of our product are software and systems engineers, and the rest are savvy power users. Even with that experience, 9 times out of 10, after they open an unclaimed discussion, they open a brand new discussion while logged in. Sometimes they comment that their other ticket disappeared, sometimes they don't bother to say anything (but based on their actions, have assumed it). If you've been debating any UX or wording changes with the post-creation unclaimed ticket page, I'd support them.

Thanks,

Try

1. 1 Posted by Nicole on 01 Apr, 2013 03:47 PM

   

   Troy -

   All unclaimed discussions, unless they are marked as spam, should still show up in the pending dashboard for support staff to claim. You can also set up your notifications so you receive notifications for any unclaimed discussions.

   As far as the UX or wording change, an unclaimed discussion occurs when the discussion is created by someone who has a user profile but isn't logged in. Once they create the discussion they should be redirected to the following login screen with message - https://www.evernote.com/shard/s1/sh/e345e168-a671-4d48-99ce-f15ae2....

   I'll bring this issue up at our weekly meeting tomorrow to see if we have thoughts on how to improve the message.

   Thanks,
   Nicol

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2. 2 Posted by Troy on 01 Apr, 2013 04:08 PM

   

   Hi Nicole,

   I understand the current behavior (or think I do, and your explanation matches what I thought), but based on their behavior, my users don't.

   After seeing the actual message you send, I can understand why. I'd suggest turning it into something more beneficial for the user than "assign the discussion to your user profile." Something like:

   We noticed that you already have an account. So that we can provide a better answer and you can follow the ticket online, would you mind logging in?
   

   As an aside, our users have no idea what a "Tender site" is. Most will have never heard of Tender. I propose replacing Tender site with support site in all end-user-facing prompts, or maybe if the Tender is using SSO, simply site.

   Troy

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3. 3 Posted by Julien on 04 Apr, 2013 05:56 PM

   

   Hi Troy,

   We changed the language and it will now read:

   The email address you used is already registered. Please login to post your discussion: XXX

   Let me know how that works out for you.

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4. 4 Posted by Troy on 04 Apr, 2013 06:12 PM

   

   Thanks!

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5. Julien closed this discussion on 04 Apr, 2013 06:13 PM.

6. Troy re-opened this discussion on 19 Apr, 2013 02:09 PM

7. 5 Posted by Troy on 19 Apr, 2013 02:09 PM

   

   Just an update with results here. On the only unclaimed ticket we've had after this change, the person still immediately opened a second ticket (after logging in). This person is a full-time developer and entrepreneur by trade and a savvy guy, but the new wording still wasn't enough for him to realize what was happening and that he didn't need to do so.

   Troy

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8. 6 Posted by Julien on 19 Apr, 2013 05:34 PM

   

   Hi Troy,

   I'll play with the language and see if I can come up with something better and more explicit.

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9. 7 Posted by Julien on 24 Apr, 2013 05:08 PM

   

   Hey Troy,

   I tweaked the language a little bit again. Let me know if you get more lost users..

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10. Julien closed this discussion on 24 Apr, 2013 06:59 PM.

11. Troy re-opened this discussion on 19 Jul, 2013 02:24 PM

12. 8 Posted by Troy on 19 Jul, 2013 02:24 PM

    

    FYI, here's one more lost user. Papertrail's Tender, tickets 5837 (initial, was unclaimed until a minute ago) and 5739 (second ticket they opened while the first was unclaimed). I'm starting to think that the very idea of an unclaimed ticket - really, anything that's handled any differently than requestors expect - is impossible to communicate, and that the goal should be to make it really hard to end up in that situation.

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13. 9 Posted by Nicole on 19 Jul, 2013 03:01 PM

    

    Troy -

    We'll discuss it at our weekly meeting (beginning of next week) to see if there is anything we can do to further tweak this and get back to you.

    Thanks,
    Nicole

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14. 10 Posted by Julien on 25 Jul, 2013 05:43 AM

    

    Hey Troy,

    I'm afraid this will be discussed next week :/

    Thanks for the kind words!

    Cheers :)

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15. Julien closed this discussion on 15 Aug, 2013 10:52 PM.