When installing software, users must opt-in to send anonymous usage statistics. These statistics and error reports help developers identify bugs and prioritize improvements.
- This particular software was typically installed on standalone computers without internet access.
- Only 3% of known installations opted-in to send performance metrics.
- Legally, users can not send metrics by default (opt-out later).
- Previous user research did not exist.
- End users were unknown because the software was primarily sold through 3rd party vendors.
Redesign the form to improve the opt-in rate.
First, I conducted a survey using usertesting.com to understand how users feel about these statistics and error reports. I found that half agreed to send the reports even though some were not entirely clear what they were. Some declined because they did not want the software using their network. A majority declined because had conspiracy theories about the reports.
Next, I conducted a heuristic analysis of the existing form, and found that users could simply install the software without even reading the checkbox for anonymous statistics and error reports.
Finally, I redesigned the form to such that the Install button was disabled until the user read the reporting option and selected a radio button to opt-in or opt-out. I tested the new design on usertesting.com with a positive success rate.
Once deployed, this new wizard increased metrics opt-ins to about 20% of known installations, nearly a 700% increase.