search

mysociety / fixmytransport

A site focussed on connecting and empowering people who share transport problems of different kinds.
http://www.mysociety.org/2010/03/15/mysocietys-next-12-months-fixmytransport-and-project-fosbury/
Other
37 stars 10 forks source link

Differentiate between feedback and reporting a problem/contacting an operator #468

Open MyfanwyNixon opened 12 years ago

MyfanwyNixon commented 12 years ago

I am really surprised this is a problem, but the many emails we get to the team every week asking for timetable information or indeed making a complaint would indicate otherwise.

I kind of understand sending a timetable question via feedback, if your thought process goes "well, it's not exactly a problem... - ah! feedback!" - in this case maybe we could reword the red button text as something like 'contact the operator of this route'. Needs thought. MN

MyfanwyNixon commented 12 years ago

Edmund has a couple of suggestions as regards the frequent instances of users clicking 'feedback' instead of submitting an email:

Google Analytics does now have realtime tracking, but as far as I can see, you cannot track a user's path.

Just noting them here rather than on IRC.

MyfanwyNixon commented 12 years ago

Example of someone replying to us instead of operator:

http://www.fixmytransport.com/campaigns/plea-for-a-reliable-97-bus-service/incoming_messages/1641

User sent her address to us via feedback button.

crowbot commented 12 years ago

How about checkboxes for who you want to contact, like http://www.writetothem.com/about-contact

MyfanwyNixon commented 12 years ago

Copying and pasting from my email on the subject, for convenience:

I think it's worth thinking about the navigation before they get to this page as well. We should look at the design/wording/prominence of that 'is this information wrong?' link. Maybe think about putting it as a generic button up near feedback? (Although, this is assuming that the idea that it's the way most people get in touch with us is correct - I haven't analysed this yet based on your comment below. I'll start to do so as new issues arise. And this would be a good candidate for A/B split testing).

Also, I know it was just one person's opinion, and I have no idea what browser she was looking at - could have been a mobile even - but I wonder if the issue about the red (and the blue, presumably) button looking like a flat graphic rather than a pushable button is worth looking at. Again, maybe A/B testing with one version just showing a drop shadow?

MyfanwyNixon commented 11 years ago

Comment from @paulh8:

"I wonder if we should change: Overcrowding? Late buses? Report a problem on this route to [operator]

To include a phrase to say you can also use it to simply contact the operator. e.g: Overcrowding? Late buses? Report a problem or ask a question about this route to [operator]

Perhaps this would reduce the number of these messages. We do have a note about timetable information, but what if the person just want to get in touch?"