We have hardly any data on why people cancel installations

Bug #419194 reported by Matthew Paul Thomas on 2009-08-26
6
This bug affects 1 person
Affects Status Importance Assigned to Milestone
ubiquity (Ubuntu)
Wishlist
Unassigned

Bug Description

Binary package hint: ubiquity

The Ubuntu installer consists of several rather tricky steps, and people can bail out of the process at any time before clicking "Install". We have a reasonable suspicion that the partitioning step is the most difficult, but beyond that, if people give up, we have very little idea of why.

This could be fixed by introducing an ubuntu.com database that stores basic information about someone cancelling the installation: what step they cancelled on, and any reason they provided.

Then we could prompt people who close the installer window, asking them why they're doing so. We should do this only when (a) there is a working Internet connection, and (b) the ubuntu.com server has responded positively to Ubiquity asking it whether it is accepting feedback. (Probably we would turn this on just for a day or two each cycle.)

Mozilla does a similar thing for Firefox: <http://blog.mozilla.com/metrics/2009/07/30/an-improved-experience-for-2000000-non-firefox-users/>

Evan (ev) wrote :

I agree. However, I'm keen to hear Colin's thoughts before we start a conversation with IS about implementing this.

Matthew, do you think it would be sufficient to put a URL widget with the text "Let us know why you are quitting the install." below the dialog text and above the Cancel / Quit buttons? Or do you think we would be better off with a secondary dialog like the one Mozilla uses?

Changed in ubiquity (Ubuntu):
importance: Undecided → Wishlist
status: New → Confirmed
Matthew Paul Thomas (mpt) wrote :

I think we could do better than Firefox by embedding the text field directly into the confirmation alert. So in the normal case where we are not accepting feedback, it would be a standard alert box:

    Are you sure you want to exit the installation?

    No changes have been made to this computer.

                                                   ( Don’t Exit ) ( Exit )

But on the days we were accepting feedback, it would include a text field:

    Are you sure you want to exit the installation?

    No changes have been made to this computer.

    You can help us by telling us why you’re not going ahead:
    [ multi-line text field ]

                                                   ( Don’t Exit ) ( Exit )

Colin Watson (cjwatson) wrote :

Sounds reasonable to me; just be careful to avoid blocking in the case where the network connection is somehow broken (e.g. throws away outgoing packets but doesn't reject them).

Of course the "No changes have been made to this computer" text should be conditional on that actually being the case; some thought should be given to what we should do in the event that the user quits *after* confirming the installation summary (which of course will leave them with a broken installation, but maybe that was intentional).

Steve Langasek (vorlon) wrote :

not getting done for oneiric.

Changed in ubiquity (Ubuntu Oneiric):
status: Confirmed → Won't Fix
Changed in ubiquity (Ubuntu):
assignee: nobody → Evan Dandrea (ev)
Dimitri John Ledkov (xnox) wrote :

So now that we have whoopsie, should I be abusing whoosie with "quit-at-step-3" crashes ? =)

no longer affects: ubiquity (Ubuntu Oneiric)
Evan (ev) on 2013-05-30
Changed in ubiquity (Ubuntu):
assignee: Evan Dandrea (ev) → nobody
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