Discourage users from submitting low ratings as a way of reporting abuse

[kumar303]

As a user, I might submit a one or two star rating when I really mean to report an add-on for abuse

We should address this user story as follows:

• On the add-on detail page, move the report abuse button to More information. This simplifies the Rate your experience card.
• If a user begins rating an add-on with one or two stars, we should show the Report abuse button in that context in case they meant to do that instead.

Depends on https://github.com/mozilla/addons/issues/2060

┆Issue is synchronized with this Jira Task

[kumar303]

@jvillalobos what do you think? If they leave a negative rating and then report the add-on for abuse, I guess they might keep their negative rating? I'm not totally sure if this will work.

[jvillalobos]

Yeah, the original designs for this flow showed the report abuse and get support options before anything was saved, giving users the opportunity to do either of those things instead of leaving a rating/review. But I also get @pwalm's point about that box being very crowded at certain points.

Maybe we should show both options in that box by default, but selectively hide them depending on what the user chooses to do. So, if you click on 4 stars, the abuse and support buttons would be hidden until the rating / review flow is done.

/cc @atsay

[atsay]

I think @jvillalobos 's suggestion is a good compromise. I would not hide them by default; for one, it would be hard to tell users how to report abuse. (For example, we'd have to say "First, rate the extension 1-star, then click Report Abuse"--which wouldn't make sense).

[jvillalobos]

The original request includes moving the report abuse button to a different place by default, so it would still be there. It would just be far from the place where you rate.

[kumar303]

Maybe we should show both options in that box by default, but selectively hide them depending on what the user chooses to do.

Good idea, I think this will work well. I'll update the issue.

[kumar303]

In a conversation with @pwalm, he convinced me that we should start by hiding the Report abuse button in the Rate your experience card. It just doesn't make sense there unless the user is beginning to write a negative review. He explained how that card is too busy which is why he wants to hide the button.

I updated this issue to be about the user story we are trying to address.

I think it's worth implementing the a new flow, as described in this issue. When this issue closes, it will be available on dev and everyone can try it out and provide feedback. If we think it makes it hard to report abuse then we can change it back.

[pwalm]

So: Looking at the top ten extensions to see what kind of support options they offer, I found that all have a support site, and only a few have email support:

Adblock Plus

• site

Video Downloadhelper

• site

Ublock Origin

• site

Adblock for Firefox

• site

Easy Youtube Video Downloader Express

• site
• email

Privacy possum

• site
• email

Ghostery

• site
• email

Firefox Multi-Account Containers

• site

AdBlocker Ultimate

• site

Worldwide Radio

• site
• email

So if we're showing a "contact the developer" or "get support from the developer" button in the flow, we should probably default to opening the support site in a new tab when the button is clicked. Not sure of the wording yet, but this will cover most cases.

I'm not sure what to do if the extension dev has only listed email as a support channel. I think @kumar303 mentioned that opening whatever the default mail program on a user's computer kind of stinks as an experience, which is correct.

[bobsilverberg]

If a user begins rating an add-on with one or two stars, we should show the Report abuse button in that context in case they meant to do that instead.

@kumar303 I'm not sure about the "a user begins rating an add-on with one or two stars" part. How do you see us implementing that? Currently, you don't really "begin rating an add-on", you just rate it. As soon as you click one or two stars the rating is saved. So is this really simply "if the user has rated the add-on with one or two stars, show the Report abuse button in the 'Rate your experience` card", or should the button only be shown if the user just finished rating the add-on with one or two stars, and not shown the next time they return to the add-on details page?

[kumar303]

Currently, you don't really "begin rating an add-on", you just rate it.

Ah, whoops, I keep forgetting about this every time we discuss it. @pwalm I think we need to talk about this feature again. This complicates the value of hiding the report button by default. It might make the situation worse by letting the user leave a negative rating and submit an abuse report.

[kumar303]

We decided in the UX meeting today that the simplification Phil wanted isn't possible as specified but instead of spin our wheels on this one, let's just wait for Q1 2019 when the product page will get a redesign anyway.

[KevinMind]

Old Jira Ticket: https://mozilla-hub.atlassian.net/browse/ADDFRNT-153