[HOLD for payment 2024-12-05] [HOLD for payment 2024-11-28] Update the Switch to Expensify Classic survey to drive better feedback

[danielrvidal]

Problem: We are currently prompting people who Switch to Classic with a modal asking for a reason. But we do it inconsistently (on web but not mobile), and there are too many results to look at, and the results are kind of useless because they include known complaints from users we don’t actually think should be using New Expensify, and that we aren’t going to prioritize.

Solution:

Case 1: People that are redirected into NewDot.

• This user group has the NVP tryNewDot.classicRedirect.dismissed set to false
• We show them the existing survey when they click Switch to Expensify Classic in Settings.
• We add a new page to the start of the flow to offer a call to speak to a product manager. Clicking Book a call will open this Calendly link in a new browser tab, and closes the RHP modal when clicked.
• Make the free form response page in the survey not mandatory anymore

Copy:

**Would you like to speak to a product manager?** 

By switching to Expensify Classic, you will miss out on:
* Chatting directly on expenses and reports
* Ability to do everything on mobile
* Travel and expense at the speed of chat

We'd be excited to get on a call with you to understand why. You can book one with one of our senior product managers to discuss your needs.

[No thanks]
[Book a call]

• [Internal - NW] Keep creating GHs for the research team. Engineering don't need to worry about this.

Case 2: People not redirected into NewDot

• This user group has no tryNewDot NVP OR tryNewDot.classicRedirect.dismissed===true
• We do not show them the survey when they click Switch to Expensify Classic in Settings.
• Instead, we show them a new page to educate them on how to go directly to Expensify Classic next time.

Copy:

Quick tip... 
You can go straight to Expensify Classic by visiting expensify.com. Bookmark it for an easy shortcut!
[Take me to Expensify Classic]

• [Internal - DV/TRJ] Track the button click on that page separately in FullStory, so we can see how many keep hitting this flow going forward and continue to try and curb it if it remains high. I've purposely labelled this button slightly differently to Case 1 to make it easy for us to do that.

Issue Owner

Current Issue Owner: @trjExpensify

[anmurali]

This is going to be implemented on web and hybrid app, correct? cc @AndrewGable

[AndrewGable]

Yes it should be implemented on all platforms 👍

[danielrvidal]

Asking for the next steps, let's try to make quick progress on this one!

[trjExpensify]

Updated the solution OP to reflect where we landed. My next steps:

• Get the Calendly link to include
• Confirm if any of this actually needs backend (I don't think it does).
• Get someone to start on it.

[trjExpensify]

I've been chatting to Hans and confirmed we don't need any backend here. He's going to take on the implementation for us, starting today (tomorrow his time).

Working on getting the calendly link, and I'll add it to the OP.

[trjExpensify]

Added the Calendly link to the OP, @hungvu193.

[hungvu193]

Thanks Tom, I'll prepare a PR today!

[hungvu193]

I created a PR here: #52526

Also waiting for confirmed translations here:
https://expensify.slack.com/archives/C01GTK53T8Q/p1731572881369449

[hungvu193]

Created a draft PR for the tests here:
#52754

[melvin-bot]

Reviewing label has been removed, please complete the "BugZero Checklist".

[melvin-bot]

The solution for this issue has been 🚀 deployed to production 🚀 in version 9.0.64-4 and is now subject to a 7-day regression period 📆. Here is the list of pull requests that resolve this issue:

• Improve Switch to Expensify Classic flow #52526

If no regressions arise, payment will be issued on 2024-11-28. 🎊

For reference, here are some details about the assignees on this issue:

• @hungvu193 requires payment through NewDot Manual Requests

[shubham1206agra]

@mountiny Please assign me here.

[melvin-bot]

Payment Summary

Upwork Job

• Reviewer: @hungvu193 owed $250 via NewDot
• ROLE: @shubham1206agra paid $250 via Upwork (Link)

BugZero Checklist (@trjExpensify)

• I have verified the correct assignees and roles are listed above and updated the neccesary manual offers
• I have verified that there are no duplicate or incorrect contracts on Upwork for this job (https://www.upwork.com/ab/applicants//hired)
• I have paid out the Upwork contracts or cancelled the ones that are incorrect
• I have verified the payment summary above is correct

[trjExpensify]

👋 @shubham1206agra can we get the checklist please?

[trjExpensify]

I've created a regression test request based off the tests I wrote for it in the PR here.

[trjExpensify]

Payment summary here is correct. @hungvu193 you can go ahead and request, @shubham1206agra I've sent an offer which I'll pay after the checklist is added.

[melvin-bot]

Reviewing label has been removed, please complete the "BugZero Checklist".

[melvin-bot]

The solution for this issue has been 🚀 deployed to production 🚀 in version 9.0.67-9 and is now subject to a 7-day regression period 📆. Here is the list of pull requests that resolve this issue:

• [NoQA] Add tests for switch to Expensify classic flow #52754

If no regressions arise, payment will be issued on 2024-12-05. 🎊

For reference, here are some details about the assignees on this issue:

• @hungvu193 requires payment through NewDot Manual Requests
• @shubham1206agra requires payment (Needs manual offer from BZ)

[shubham1206agra]

BugZero Checklist:

• [Contributor] Classify the bug:

Bug classification

Source of bug:

• 1a. Result of the original design (eg. a case wasn't considered)
• 1b. Mistake during implementation
• 1c. Backend bug
• 1z. Other: New Design

Where bug was reported:

• 2a. Reported on production
• 2b. Reported on staging (deploy blocker)
• 2c. Reported on both staging and production
• 2d. Reported on a PR
• 2z. Other: New Design

Who reported the bug:

• 3a. Expensify user
• 3b. Expensify employee
• 3c. Contributor
• 3d. QA
• 3z. Other:

• [Contributor] The offending PR has been commented on, pointing out the bug it caused and why, so the author and reviewers can learn from the mistake.

  Link to comment: NA

• [Contributor] If the regression was CRITICAL (e.g. interrupts a core flow) A discussion in #expensify-open-source has been started about whether any other steps should be taken (e.g. updating the PR review checklist) in order to catch this type of bug sooner.

  Link to discussion: NA

• [Contributor] If it was decided to create a regression test for the bug, please propose the regression test steps using the template below to ensure the same bug will not reach production again.

• [BugZero Assignee] Create a GH issue for creating/updating the regression test once above steps have been agreed upon.

  Link to issue:

Regression Test Proposal

Test:

Case 1: People that are redirected into NewDot

1. Go to expensify.com
2. Choose the “1-9” signUpQualifier
3. Sign-up for a new account
4. Verify you’re redirected to new.expensify.com
5. Click the Settings bottom tab
6. Click Switch to Expensify Classic
7. Verify you see the new “Would you like to speak to a product manager?” page.
8. Click “Book a call”
9. Verify a Calendly link opens in a new browser tab
10. Go back to the new.expensify.com tab
11. Verify the RHP modal has closed.
12. Click Switch to Expensify Classic
13. Click No thanks
14. Choose any of the three radio button options
15. Click Next
16. Don’t enter any text in the free form text box
17. Click Next
18. Verify there’s no error on the page
19. Click Switch to Expensify Classic
20. Verify you’re redirected to expensify.com

Case 2: People not redirected into NewDot

1. Go to expensify.com
2. Choose the “10+” signUpQualifier
3. Sign-up for a new account
4. Verify you land in expensify.com
5. Click the Support button in the LHN of OldDot
6. Click Concierge
7. Verify you’re redirected to new.expensify.com
8. Click Settings bottom tab
9. Click Switch to Expensify Classic
10. Verify you see the “Quick tip” page only
11. Click “Take me to Expensify Classic”
12. Verify you’re redirected to expensify.com

Do we agree 👍 or 👎

[trjExpensify]

Looks good. Feel free to accept the offer.