Automattic / wp-calypso

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AT: Update eligibility screen copy #11946

Closed Copons closed 7 years ago

Copons commented 7 years ago

https://github.com/Automattic/wp-calypso/pull/11575 is now merged and we can start thinking of updating the copy of the AT Eligibility holds and the warnings (see also: https://github.com/Automattic/wp-calypso/issues/11394).

To put it in context, this is how it looks like right now:

b4747f9e-fdcd-11e6-98e2-513a4d4077a5

There are three distinct parts that could use a copy update:

Holds (banner)

See: https://github.com/Automattic/wp-calypso/blob/master/client/blocks/eligibility-warnings/index.jsx#L56-L80

The hold banners should come in two versions, one for the "install plugin" context and one for the "upload theme" one.

Title Description
Business plan required Please upgrade to install this plugin.
To upload themes, upgrade to Business Plan Unlimited themes, advanced customization, no ads, live chat support, and more!
Custom domain required Add a free custom domain to install this plugin.
[THEME VERSION MISSING]
Custom domain required
Add a free custom domain to upload this theme.

Holds (list)

See: https://github.com/Automattic/wp-calypso/blob/master/client/blocks/eligibility-warnings/hold-list.jsx#L25-L84

Currently, these holds only come in a single generic version ("feature" instead of "install plugin"/"upload theme").

I've included the URLs because most of them are clearly placeholders.

There are two holds marked as "taken care by the banner". The reason they're still here is to avoid conflicts with other people adding items to the list. They could also be helpful for the copy they use, which is different than the one used in the banners.

Title Description URL
Installation in progress Another installation is already in progress. https://wordpress.com/help
[TAKEN CARE BY THE BANNER]
Business plan required
This feature is only allowed on sites with a business plan. https://support.wordpress.com/
Jetpack site This feature is not supported on Jetpack sites. https://wordpress.com/help
VIP site This feature is not supported on VIP sites. https://wordpress.com/help
Private site This feature is not supported on private sites. https://support.wordpress.com/
Flagged site This feature is not supported on sites that are not in good standing. https://wordpress.com/help
Admin access required Only site administrators are allowed to use this feature. https://support.wordpress.com/user-roles/
[TAKEN CARE BY THE BANNER]
No custom domain
Your site must use a custom domain to use this feature. https://support.wordpress.com/register-domain/
Not a custom domain owner You must be the owner of the primary domain subscription to use this feature. https://support.wordpress.com/domains/
No WordPress.com name servers Your custom domain must point to WordPress.com name servers. https://support.wordpress.com/domain-helper/
Primary domain not pointing to WordPress.com servers Your primary domain must point to WordPress.com servers. https://support.wordpress.com/domain-helper/
Primary domain does not have a valid SSL certificate You will be able to proceed once we finish setting up some security settings for the site. https://wordpress.com/help

Warnings (list)

Warnings refers to widgets and plugins that won't be AT-ed. These are generated server-side and are basically a list of:

Widget/Plugin name: Widget/Plugin description.

So it's likely not worth changing, unless we want to customize every single description, but I'd say it's better to keep them as they are in order to clearly explain to the users what they're going to lose (arguably more important than why) in the process.

Other copy

These are other strings in the eligibility screen that might need a look.

Text Comment
This site is eligible to install plugins and upload themes. Indicates that there aren't conflicts anymore.
You must resolve the errors above before proceeding. This is placed right before "Have questions? etc.", only when there are holds.
If you proceed you will no longer be able to use these features. This is placed right before "Have questions?", only when there are warnings but no holds.
Have questions? Please {{a}}contact support{{/a}}. Always visible, with or without conflicts.
Please resolve this issue:
Please resolve these issues:
Header for the hold list.
By proceeding you'll lose %d feature:
By proceeding you'll lose these %d features:
Header for the warning list.

Now, since I'm ESL and can't do copy if my life depended on it, I come to you for suggestions and advices.

Also, it might be worth moving the more common holds out of the list and into the banners, as I'd say they look to me more urgent and less scary at the same time.

cc @folletto @drw158 @vindl @roundhill @apeatling

folletto commented 7 years ago

Holds (banner)

Title Description
To install plugins, upgrade to Business Plan Get also unlimited themes, advanced customization, no ads, live chat support, and more!
To upload themes, upgrade to Business Plan Get also unlimited themes, advanced customization, no ads, live chat support, and more!
Custom domain required To install this plugin, add a free custom domain.
Custom domain required To upload themes, add a free custom domain.

Why these changes? I think we need to show all the benefits, not just the specific thing they are trying to do. I also tried to make clear the cause-consequence on the custom domain, but I'm ok with any consistent change there.

folletto commented 7 years ago

Holds (list)

Title Description URL
Installation in progress please wait for the other installation to complete, then try again. https://wordpress.com/help
Jetpack not supported try opening a different site. (no button)
VIP site not supported try opening a different site. (no button)
Private site not supported to resolve make your site public. https://en.support.wordpress.com/settings/privacy-settings/
Flagged site not supported to resolve contact us to review the site standing. https://en.support.wordpress.com/suspended-blogs/
Admin access required only site administrators are allowed to use this feature. https://support.wordpress.com/user-roles/
Not a custom domain owner you must be the owner of the primary domain subscription to use this feature. https://support.wordpress.com/domains/
No WordPress.com name servers to resolve use WordPress.com name servers on your custom domain. https://support.wordpress.com/domain-helper/
Primary domain not pointing to WordPress.com servers to resolve point your primary domain to WordPress.com servers. https://support.wordpress.com/domain-helper/
Primary domain does not have a valid SSL certificate Please try again in a few minutes: you will be able to proceed once we finish setting up some security settings. (no button)

What I did:

  1. I tried to rephrase the first part as the problem
  2. I tried to rephrase the second part as a brief explanation on how to fix it
  3. I added all the support URLs I felt were a good match. Later we might want to have a few of them ad-hoc.
  4. Note that given the button says "Resolve" I also removed the button in a few instances as "Resolve" would be misleading.
folletto commented 7 years ago

Warnings (list)

Ok. We can review later if the need arise.

folletto commented 7 years ago

Other copy

Text Comment
This site is eligible to install plugins and upload themes. Indicates that there aren't conflicts anymore.
If you proceed you will no longer be able to use these features. This is placed right before the next one ("Have questions?"), only when there are conflicts.
Have questions? Please {{a}}contact support{{/a}}. Always visible, with or without conflicts.
Please resolve this issue:
Please resolve these issues:
Header for the hold list.
By proceeding you'll lose %d feature:
By proceeding you'll lose these %d features:
Header for the warning list.

No changes here, these look good to me.

I'm not sure where the second one ("If you proceed you will...") is used... is it in place of "You must resolve the errors above before proceeding." that is missing from the list, but shown it its place only when there are no errors, just warnings?

Copons commented 7 years ago

@folletto You're right, I've missed one string. I've updated the issue and this is what changed:

Text Comment
You must resolve the errors above before proceeding. This is placed right before "Have questions? etc.", only when there are holds.
If you proceed you will no longer be able to use these features. This is placed right before "Have questions?", only when there are warnings but no holds.
Have questions? Please {{a}}contact support{{/a}}. Always visible, with or without conflicts.
folletto commented 7 years ago

Looks good 👍

Copons commented 7 years ago

Note that given the button says "Resolve" I also removed the button in a few instances as "Resolve" would be misleading.

On this note: I feel that even linking it to a support page would be misleading, wouldn't it?

For example: I try to AT a private site, and I get the "Private site not supported" hold. I click on the Resolve button expecting to get to the page where I'll be able to change my privacy settings (https://wordpress.com/settings/general/{siteSlug}), but instead I'm directed to the privacy support page (https://en.support.wordpress.com/settings/privacy-settings/).

Maybe it makes more sense to have two URLs, one for the Resolve button (where applicable), and one for a shiny new Help button (like the ❓ icon in the warning list)?

apeatling commented 7 years ago

Just hit the "resolve" button on the "Primary domain does not have a valid SSL certificate" error. It felt useless hitting that and ending up being stranded in /help. Can we instead say "please wait a few minutes for this to finish setting up"? Then just remove the button.

apeatling commented 7 years ago

Also, another bug is refreshing the eligibility screen results in a blank page.

folletto commented 7 years ago

On this note: I feel that even linking it to a support page would be misleading, wouldn't it?

Yes and no... if it's the specific page on how to resolve it, I think it works very well. The problem now is that we have a mix of things, and I think we can't add more support pages until AT launches.

I would avoid two URLs: the user wants to FIX it. That's the only thing we need to do there 🌟

The approach here imho is: let's replace the links with better suited ones that already exist, and once AT launches we add new support pages as necessary to be even more accurate.


Just hit the "resolve" button on the "Primary domain does not have a valid SSL certificate" error. It felt useless hitting that and ending up being stranded in /help. Can we instead say "please wait a few minutes for this to finish setting up"? Then just remove the button.

That's exactly what I wrote above 👍

Also, another bug is refreshing the eligibility screen results in a blank page.

Can you please open a separate issue/PR? This is exclusively about copy. Thanks! Btw: specify which eligibility screen, as it shows up both for Plugins and Themes.

apeatling commented 7 years ago

Opened here https://github.com/Automattic/wp-calypso/issues/12086

davewhitley commented 7 years ago

In #11394 we used more clear text in the mockups for the warnings.

screen shot 2017-03-14 at 12 14 12 pm

I think it would be worth being more direct with the warnings like, "This widget will be removed" instead of describing what the widget is. The more direct section header does help, but I still think this would be an improvement.

it would solve this issue:

For example in the screenshot, it says that "Contact Info" is an unsupported widget, but what happens if I proceed? It doesn't say anything like "You will no longer be able to use this widget".

Copons commented 7 years ago

@drw158 Just for information, the warnings are handled server-side (and I can't find a shorthand to link to that part of code) so, even if it makes sense to discuss them here, they won't be changed in a Calypso PR.

davewhitley commented 7 years ago

Ok, gotcha, I have a link to that text via our p2. I'll review the other text asap!

davewhitley commented 7 years ago

Holds (banner)

Title Description
Business plan required Also get unlimited themes, advanced customization, no ads, live chat support, and more!
Business plan required Also get unlimited themes, advanced customization, no ads, live chat support, and more!
Custom domain required To install this plugin, add a free custom domain.
Custom domain required To upload themes, add a free custom domain.

changes:

davewhitley commented 7 years ago

Holds (list)

Title Description URL
Installation in progress please wait for the other installation to complete, then try again. https://wordpress.com/help
Jetpack not supported try using a different site. (no button)
VIP site not supported try using a different site. (no button)
Private site not supported make your site public to resolve. https://en.support.wordpress.com/settings/privacy-settings/
Flagged site not supported contact us to review your site's standing to resolve. https://en.support.wordpress.com/suspended-blogs/
Admin access required only site administrators are allowed to use this feature. https://support.wordpress.com/user-roles/
Not a custom domain owner you must be the owner of the primary domain subscription to use this feature. https://support.wordpress.com/domains/
No WordPress.com name servers use WordPress.com name servers on your custom domain to resolve. https://support.wordpress.com/domain-helper/
Primary domain not pointing to WordPress.com servers point your primary domain to WordPress.com servers to resolve. https://support.wordpress.com/domain-helper/
Primary domain doesn't have a valid SSL certificate please try again in a few minutes: you will be able to proceed once we finish setting up your security settings. (no button)

Changes:

markarms commented 7 years ago

Holds (banner)

Title Description
Business plan required Also get unlimited themes, advanced customization, no ads, live chat support, and more.
Business plan required Also get unlimited themes, advanced customization, no ads, live chat support, and more.
Custom domain required To install this plugin, add a free custom domain.
Custom domain required To upload themes, add a free custom domain.

Changes: