Support/UX/UseCases: Difference between revisions

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(New page: This document lists the common SUMO use cases we need usability testing on to ensure the experience is intuitive, simple, and straightforward. =User= ==Knowledge Base== Main objective is...)
 
(category -> Support Archive)
 
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==Knowledge Base==
==Knowledge Base==
Main objective is to find the solution to his/her problem, first by searching or browsing the Knowledge Base, and if the KB doesn't have the solution, ask a new support question in the forum or Live Chat.
Main objective is to find the solution to his/her problem, first by searching or browsing the Knowledge Base, and if the KB doesn't have the solution, ask a new support question in the forum or Live Chat. It's important that the site makes this clear and straightforward (it's not certain it does today, which is why we need these UX tests).


# Search for problem on [http://support.mozilla.com start page]
# Search for problem on [http://support.mozilla.com start page]
** Visit start page
## Visit start page
** Type something in the search box
## Type something in the search box
** Hit Enter or click arrow button
## Hit Enter or click arrow button
** Browse search results
## Browse search results
# Leave feedback on KB article
# Leave feedback on KB article
** Navigate to a KB article (e.g. from the [http://support.mozilla.com start page] or from search results)
## Navigate to a KB article (e.g. from the [http://support.mozilla.com start page] or from search results)
** Scroll down to end of article
## Scroll down to end of article
** Answer question polls, or leave additional feedback
## Answer question polls, or leave additional feedback
# Ask new support question that isn't covered in the KB
# Ask new support question that isn't covered in the KB
** See #1 above.
## See #1 above.
** At the bottom of search result, click the "Ask a support question instead" link.
## At the bottom of search result, click the "Ask a support question instead" link.
** Select between the support forum or Live Chat
## Select between the support forum or Live Chat
# Customize KB article content for OS and Firefox version
## Visit a KB article, e.g. [http://support.mozilla.com/en-US/kb/Clearing+Private+Data Clearing Private Data]
## Customize the view in the Actions box to the right


==Support Forum==
==Support Forum==
Line 26: Line 29:


# Ask a new support question
# Ask a new support question
** Visit the [http://support.mozilla.com/en-US/kb/Support+Website+Forums forum start page]
## Visit the [http://support.mozilla.com/en-US/kb/Support+Website+Forums forum start page]
** Click the "Ask a new question" link
## Click the "Ask a new question" link
** Enter the details of your problem
## Enter the details of your problem
** Provide e-mail address to be notified when someone responds
## Provide e-mail address to be notified when someone responds
** Submit
## Submit


==Live Chat==
==Live Chat==
Users reach Live Chat from the Ask a question page as explained in Knowledge Base use case #3. It is a way to interact directly with a Firefox expert (volunteers in our community) to solve a problem.
Users reach Live Chat from the Ask a question page as explained in Knowledge Base use case #3. It is a way to interact directly with a Firefox expert (volunteers in our community) to solve a problem.
#Ask a new support question
#Ask a new support question
** Visit the [http://support.mozilla.com/en-US/kb/Live+Chat?new_chat Live Chat start page]
## Visit the [http://support.mozilla.com/en-US/kb/Live+Chat?new_chat Live Chat start page]
** If the service is open, click to launch new session
## If the service is open, click to launch new session (talk to zzxc in IRC and he can open the service temporarily)
** Wait in line
## Wait in line
** Get help
## Get help
#Go to forum instead of Live Chat is closed
#Go to forum instead of Live Chat is closed
** Visit the [http://support.mozilla.com/en-US/kb/Live+Chat?new_chat Live Chat start page]
## Visit the [http://support.mozilla.com/en-US/kb/Live+Chat?new_chat Live Chat start page]
** Figure out how to get to the forum when Live Chat is closed...
## Figure out how to get to the forum when Live Chat is closed...


=Contributor=
=Contributor=
==Knowledge Base==
#Edit KB article
## Navigate to a KB article (e.g. from the [http://support.mozilla.com start page] or from search results)
## Click Edit this page
## Log in / Create account
## Make edits and save
#Translate KB article
## Navigate to a KB article (e.g. from the [http://support.mozilla.com start page] or from search results)
## Click Translate this page
## Log in / Create account
## Select language, make edits, and save


=Localizer=
==Support Forum==
#Answer forum thread
##Log in / create account
## Visit the [http://support.mozilla.com/en-US/kb/Support+Website+Forums forum start page]
## Pick a thread by e.g. clicking "browse discussions" or selecting from the lists
 
[[Category:Support Archive]]

Latest revision as of 08:43, 14 July 2021

This document lists the common SUMO use cases we need usability testing on to ensure the experience is intuitive, simple, and straightforward.

User

Knowledge Base

Main objective is to find the solution to his/her problem, first by searching or browsing the Knowledge Base, and if the KB doesn't have the solution, ask a new support question in the forum or Live Chat. It's important that the site makes this clear and straightforward (it's not certain it does today, which is why we need these UX tests).

  1. Search for problem on start page
    1. Visit start page
    2. Type something in the search box
    3. Hit Enter or click arrow button
    4. Browse search results
  2. Leave feedback on KB article
    1. Navigate to a KB article (e.g. from the start page or from search results)
    2. Scroll down to end of article
    3. Answer question polls, or leave additional feedback
  3. Ask new support question that isn't covered in the KB
    1. See #1 above.
    2. At the bottom of search result, click the "Ask a support question instead" link.
    3. Select between the support forum or Live Chat
  4. Customize KB article content for OS and Firefox version
    1. Visit a KB article, e.g. Clearing Private Data
    2. Customize the view in the Actions box to the right

Support Forum

The forum is a place for users to ask support questions that aren't covered in the KB. Our community reads the questions and answer the ones they can.

Similar to the KB, the forum is also searchable and presents top lists of popular/recent threads. In the future, the KB search will automatically include answered forum threads as well, so the actual use case of searching the forum separately will not be required for end users and is therefore skipped here.

  1. Ask a new support question
    1. Visit the forum start page
    2. Click the "Ask a new question" link
    3. Enter the details of your problem
    4. Provide e-mail address to be notified when someone responds
    5. Submit

Live Chat

Users reach Live Chat from the Ask a question page as explained in Knowledge Base use case #3. It is a way to interact directly with a Firefox expert (volunteers in our community) to solve a problem.

  1. Ask a new support question
    1. Visit the Live Chat start page
    2. If the service is open, click to launch new session (talk to zzxc in IRC and he can open the service temporarily)
    3. Wait in line
    4. Get help
  2. Go to forum instead of Live Chat is closed
    1. Visit the Live Chat start page
    2. Figure out how to get to the forum when Live Chat is closed...

Contributor

Knowledge Base

  1. Edit KB article
    1. Navigate to a KB article (e.g. from the start page or from search results)
    2. Click Edit this page
    3. Log in / Create account
    4. Make edits and save
  2. Translate KB article
    1. Navigate to a KB article (e.g. from the start page or from search results)
    2. Click Translate this page
    3. Log in / Create account
    4. Select language, make edits, and save

Support Forum

  1. Answer forum thread
    1. Log in / create account
    2. Visit the forum start page
    3. Pick a thread by e.g. clicking "browse discussions" or selecting from the lists
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