Chris Hill-Scott 053ed96974 Make start time explicit when previewing a broadcast ...

We recently introduced a form control that lets user choose when a
broadcast ends.

Based on the most recent research participant, we think:
- there is a specific misunderstanding of what this control does
- there is a general low level of understanding of what a ‘broadcast’
  means

People will try to understand what a ‘broadcast’ is by using mental
models they have for other kinds of messaging, for example text
messages.

Other kinds of messaging are one-to-one, i.e. they go from a sender to a
recipient. They are not ongoing in any way.

Emails and texts are sent at a time (and for all practicable purposes
are received at that same time). So, when we present the user with
a form that controls time, they might well assume it controls the time
when the message will be sent.

This is a feature we offer for sending messages using a spreadsheet, and
that’s where we’ve borrowed this pattern from.

We reinforce this assumption with the labelling of the form control. By
front-loading it with the word ‘When’ we are playing to the users
confirmation bias, i.e. they are interpreting the meaning of the control
in a way that confirms their prior beliefs about how messaging works.

So this commit does two things:
- re-labels the form to front-load the word ‘End’ not ‘When’
- adds text to the page explaining when the broadcast will start, so
  there’s a chance of overriding that confirmation bias

If we can get users to go through this before sending a broadcast for
real, it could help them learn what a broadcast is, and how it differs
from sending text messages.

2020-07-27 17:33:34 +01:00

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