Support/Goals/2011Q3/Identity Documentation

Summary

The goal for Q3 is to support the Identity team to have the support materials (i.e. KB articles), customization of SUMO site, in product help content, etc. ready for the public launch of Browser ID in Q4.

BrowserID is the first product launched as part of the Identity initiative.

The SUMO team with the Product team have decided that the support content for users using the feature will be included on the Firefox Help website (support.mozilla.org). After reviewing the use-cases, we haven't identified any special needs that required additional development or customization of our existing SUMO platform.

Together with the Product team we have decided to use SUMO as the canonical resource for support content. This means that we will map support from BrowserID product and websites to SUMO. This needs to happen as part of the re-branding that will happen in Q4.

Team

Who is working on this?

• Goal Manager: Ibai Garcia
• Lead Developer: Ben Adida
• Product Manager: Dan Mills

Team list should make it clear who to ask about what, and who to ping when they're needed.

Goals

• Support the Identity team in the launch of BrowserID.
• Draft, write and review SUMO articles to cover the most likely support cases of Browser ID.
• Set up an easy access to the content so beta users can find the information after the launch.

Dependencies - Blockers

In order to finish the SUMO documentation/articles, the BrowserID team needs to close the UX/UI of the Add-On and the branding. We will continue to work closely with them to be up to date.

Potential Issues with BrowserID

This is a list of potential support issues with BrowserID and their respective proposed solutions/workaround.

Issues perceived as website issues

• Sign in button does nothing.
  • BrowserID incorrectly implemented by web developer.
  • Disconnect pop-up blocker

• I select my username but the login is not completed properly.
  • Assertion is wrongly implemented on the website.

Issues potentially perceived as Mozilla issues

• Pop up appears blank (http://cl.ly/212W151T2X2h2A323z23)
  • Reload and try again

• Email and passwords are not recognized
  • Use "I forgot my password" to recover your password.
  • If it doesn't work, try to create an account again.

• Email confirmation not received
  • Check Spam folder in your email account

• "I forgot my password" doesn't send password
  • Check Spam folder in your email acount

• How to use a different identity
  • Log Out and log in with a new email address.
  • Identities can be added to an acount by "Add a new email address"

• One of the email address in my account is not mine.
  • Go to https://browserid.org/manage and select "Forget this email"

What needs to be done?

As covered in the previous section, the expected issues have a simple solution, easy to document. Because of that, the focus of BrowserID support is documentation with a path to the forum. This way users will ask related questions and we can gather understanding of other issues.

Because some of the issues will perceived as issues with the website implementing BrowserID we are working in the connection of the final UI of BrowserID with SUMO through In Product Help and links.

These tasks need to be performed after the rebranding and launch of BrowserID in Q4.

Launch:

• Content creation
  • What's BrowserID? - How does BrowserID work?
  • Issues with BrowserID
• Point BrowserID site to SUMO
• Tag Forum questions accordingly

Second Phase:

• Identity Support Home Page
• Refinement of forum tagging (i.e. Sign in to browser, etc)
• Integrate SUMO content in BrowserID site through API: BrowserID will be the initial customer of the upcoming SUMO API (https://wiki.mozilla.org/Support/Kitsune/SUMO_API)

What's missing for BrowserID launch?

Activities to be performed after the BrowserID rebranding in Q4

• Include BrowserID in the AAQ flow
• Refine drafts into an article.

Project Plan

1. Initial topic selection by Product and SuMo [Done]
2. Draft of the articles [Awaiting rebranding]
3. Decide with Product how drive user with issues to support.
4. Implement support path. (i.e. Do we want to link to these articles from www.browswerid.org?)

Non-Goals

• This project doesn't aim to cover every possible issue but to have an initial collection of articles before the official launch.

Additional Documentation

• Identity Roadmap

Legend (remove if you like)

	Healthy: feature is progressing as expected.
	Blocked: feature is currently blocked.
	At Risk: feature is at risk of missing its targeted release.
ETA	Estimated date for completion of the current feature task. Overall ETA for the feature is the product release date.