Mozilla's "User Outreach" tool nicely complements conventional Analytics
Here's a neat little study from Mozilla's analytics team.
Each month nearly 40 million people click on this button within Firefox:
And end up here:
What are these 40 million people wanting to get out of this interaction? Why do so many leave this page without clicking anything? Analytics alone can't tell us this. Which is why Mozilla have a "user outreach" app (which looks a bit like kampyle to me):
More than 4,000 people gave feedback over the past two months, which revealed this:
So, it's pretty obvious that the people who come to this page seeking support are leaving disappointed. Something needs to be done. Here's an intial mock-up (note new "Need Help?" area on the right-hand side.
In all, a nice, clean and actionable piece of research. Read the full article at blog.mozilla.com.
