Migrations: unclear feedback on failure

[pkevan]

Context and steps to reproduce

When submitting a site, that could potentially be moved to WP.com, the user is presented with an option to input their current website, but when no suitable option is found there isn't a clear reason, or options to allow the user to progress.

Enter this:

You end up here:

If your platform isn't listed (e.g. Wix) then there is no step forward, and you can only choose to go back.

Ideally there would be other options provided and some reasons to why it either failed, or was unable to suggest a next option.

Site owner impact

Fewer than 20% of the total website/platform users

Severity

Moderate

What other impact(s) does this issue have?

Platform revenue

If a workaround is available, please outline it here.

No response

Platform

Simple

[janmckell]

📌 REPRODUCTION RESULTS
– This is an Onboarding screen before a user creates their site, so Simple/Atomic doesn't apply

📌 FINDINGS/SCREENSHOTS/VIDEO
Include any additional details or steps to reproduce.
Attach screenshots or videos.

I tried 'Get started' from the Pricing plans page as well as the 'create one here' link on the 'Migrate Website' support article.

I also tried the 'Import or migrate an existing site' link when 'New site' is clicked from inside a user's existing dashboard if they already have other sites.

They both had the same result.

📌 ACTIONS
– Asked about it in Serenity Team Channel: > p1738788940960319-slack-serenity

[andres-blanco]

I've responded in the Slack ping above.
We need to understand what would a better alternative to this behaviour is, and then, we can develop it. I think it's correctly assigned to Serenity.

[pkevan]

I've responded in the Slack ping above. We need to understand what would a better alternative to this behaviour is, and then, we can develop it. I think it's correctly assigned to Serenity.

Some simple text based improvements could indicate to the user that their platform/site isn't currently supported when reaching the Import Content from another platform, i.e. Unfortunately we were unable to automatically import your site, please choose from the options below, or try starting from scratch and use XXX guide to help with that.

[janmckell]

There is some comprehensive advice coming from @jp-imagines and @marcuswisecaesar on this..

Good call on improving the messaging here—we definitely want to make sure users know they’re not stuck just because their platform isn’t supported for automatic import. The key is to:

• Acknowledge the limitation without making it feel like a dead end.
• Reassure them that moving to WordPress.com is still possible.
• Give them clear next steps so they know exactly what to do next.

Here’s something that might work:

• We weren’t able to automatically import content from your platform, but you can still bring your site to WordPress.com! Here’s how you can get started:
• Start from scratch & build your site manually – Our HTML import guide can walk you through the process step by step.
• Check for third-party export options – Some platforms allow you to export content in a format that might work with WordPress.com. Check out our alternate migration options here and here for more info.
• Let an expert handle it for you – If you’d rather skip the hassle, our Built By WordPress.com service can take care of everything. Head over to builtbywp.com, click Apply Now, and tell us about your project. Someone will be in touch soon!
• Need help? Our Happiness Engineers are happy to guide you through the process.

This keeps it friendly, clear, and action-focused while giving users multiple paths forward.

..otherwise, the MarTech folks may be able to guide further on wording..