Support/Q2HelpfulnessTests

This quarter we gave ourselves the goal of increasing the average helpfulness score of knowledge base articles by 2%. I think there are two basic ways to approach that – make articles more helpful (obviously) and get more people to an article that helps them on the first shot (thereby decreasing the likelihood of rating an article unhelpful).

Our plan is to run multivariate tests on the support home page (getting people to the right article) and on 2-3 of the top support articles (making things more helpful).

Tests for the home page and articles

• Improving performance - The initial idea was test whether using a simplified header and footer to increase page load times will lower their bounce rate. In addition, improving the load times should make using and navigating the site easier. After looking at the size and loading times for various elements of the home page, it appears that removing the large background image (54k) at the top of the page will make the biggest impact. Simplifying the navigation and removing the mobile section (in the in-product version of the page), for example, only saves 13.5k and is mainly due to having removed the image in the mobile section.