Support/Goals/UX Testing/2010-10

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For this round of testing, users were given prompts like, "You want find out how to change your home page" and were asked to search from the SUMO home page to find an article that they thought was helpful. Here are the issues that came up:

  • Too many search terms
    • Video part 1 (1 min.)
      • A search for "Why did adobe flash crash" gets zero results. Changing that to "adobe flash crash" gets 38 results with "The Adobe Flash plugin has crashed" listed number one. This happens on both the current system and on Kitsune.
    • Video part 2 (1 min.)
      • On our current system a search for "What to do when flashplayer crash" gets zero results. Changing the search to "flashplayer crash" gets 7 results of support questions with the word "flashplayer" in them. Changing that to "flash player crash" gets 24 results with articles listed containing the word "Flash" and "Crash" but not the article "The Adobe Flash plugin has crashed."
      • On Kitsune we get very similar results. Then I added the keywords "Flash flashplayer player plugin crash adobe" to "The Adobe Flash plugin has crashed." Then a search for "What to do when flashplayer crash" still gets zero results. But a search for "flashplayer crash" does finally give you "The Adobe Flash plugin has crashed" listed number one.
  • Nonsense results
    • Video (2 min.)
      • Here we don't have an article that really matches what she is search for exactly but the results that are returned are nonsense. A search for "can't find downloaded files" turns up our least popular article "AUS Update XML File Malformed 200." This also happens on Kitsune.
  • User doesn't know the proper terminology
    • Video (2 min.)
      • The basic problem here is that the user doesn't know the name of this she is looking for and comes up with the wrong search term. Is she trying to delete the search bar history or the location bar history or just the plain old history menu history? She was never able to find what she was looking for.
  • Feedback on conversational writing
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