Firefox/Input/Feedback Strategy

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Background

Firefox 4 was a success for user feedback with tens of thousands support threads and millions of pieces of feedback on Input. Unfortunately, we didn't integrate many other feedback mediums that offer more information about key aspects of the browser (i.e. stability, features, responsiveness, usability and performance). Mozilla encompasses many different mediums such as Socorro, Test Pilot, news sources, Bugs, Social Networks (i.e. facebook, twitter) and ADU's. The new rapid release process will require new feedback strategies to quickly enlighten drivers on the status quo of the browser across multiple channels

Current Feedback Offerings

Source	Type	Options
SUMO	Help requests from users regarding a breakage in functionality or usability	docs metrics forums live chat
Socorro	Crash reports with opt-in user comments/urls/e-mails	dashboard weekly Reports
Input	Text-based comments via an in-product mechanism and categorized by happy/sad/ideas	feeds search daily clusters domain-specific site feedback
Bugzilla	Mozilla's primary bug tracking system	bug list of issues not fixed for specified release
Test Pilot	Platform that collects structured user feedback through Firefox	user studies
Press/PR	A general gauge of how Firefox is perceived by news outlets.	news articles/opinion pieces/walkthroughs/competitor news
Social Media	Text-based comments collected from 3rd-party sources.	facebook twitter
ADUs	The number of actively daily users for a given build of Firefox.	metrics dashboard
(Mobile only) Reviews and Ratings	User-submitted reviews and ratings	android marketplace
Forum/Newsgroup Comments	Free-form text comments in a threaded format	Forums MozillaZine L10n Forums: Mozilla Italia, etc. Newsgroups

Needs

• Central - The value of this channel is to shows bleeding edge features that may or may not end up in the release, but give a glimpse into Firefox's strategy/vision.
• Aurora - Users here will be able to experiment with new features and determine if they match quality criteria to be graduated to a release of Firefox proper.
• Beta - Users will be able to get the inside track on new features landing in Firefox proper and increase the overall quality of the new release by finding compatibility
• Release - We'll look for possible security and Top Issues and possible Chemspills on this channel.

	Regressions	Stability	Feature Quality	UX Feedback	Website Compat.	Plugin Compat.	Addon Compat.	Chemspills
Central	P2	P1
Aurora	P1	P1	P1	P1	P3	P2
Beta	P3	P1	P1	P2	P1	P1	P1
Release					P2	P1	P3	P1

Objectives

• To form a group of feedback leads throughout the organization
• Create a comprehensive picture of what users are saying on a regular basis

Plan

Initially, we want to meet once a week to coalesce our findings for the needs over each release channel. The final output of each meeting will be a comprehensive report of all feedback summaries.

Central

Goal

• Show the health (i.e. general stability and features) of builds on the Central channel on a weekly-basis.

Stakeholders

• Product Drivers
• Feature Teams
• QA

When

Meeting	Time
Firefox Development Meeting (reporting)	Tues 11:00AM Pacific

What to Gather

Report	Source
happy/sad/ideas trending over the past week	Input
Daily top crashers Weekly top crashers	Socorro
Daily number of major (and higher) severity bugs in a UNCO/NEW state with no assignee filed (with query link) Weekly regressions filed in a UNCO/NEW state with no assignee	Bugzilla
Weekly number of ADU's Weekly change in number of ADU's	Metrics Dashboard
Daily performance numbers and trends Weekly performance trend	Performance Graph
Startup time Miscellaneous Information	Telemetry

Aurora

Goal

• Display the user satisfaction and quality levels of specific features on the Aurora channel over the past week.

Stakeholders

• Product Drivers
• Feature Teams
• Marketing
• QA

When

Meeting	Time
Feedback meeting (gathering)	Tues 3:00PM Pacific
Aurora Channel Meeting (reporting)	Wed 2:00PM Pacific

What to Gather

Report	Source
Daily triage of happy/sad/ideas per feature (Searchable or Automatic?) happy/sad/ideas trending over the past week	Input
Daily top crashers Weekly top crashers Daily Crashes per user	Socorro
Daily number of major (and higher) severity bugs in a UNCO/NEW state with no assignee filed (with query link) Weekly regressions filed in a UNCO/NEW state with no assignee	Bugzilla
Weekly number of ADU's Weekly change in number of ADU's Channel Switcher ADU change information	Metrics Dashboard
Startup time Miscellaneous Information	Telemetry

Beta

Goal

• Display the compatibility and quality levels of addons, websites and stability on the Beta channel over each week.

Stakeholders

• Product Drivers
• Feature Teams
• Marketing
• Support
• QA

When

Meeting	Time
??	??

What to Gather

Report	Source
Weekly per-new-feature happy/sad/ideas Daily happy/sad/ideas stats and top insight per feature (Searchable or Automatic?) domains-specific feedback stats and insights compared to the alexa/google top 1000 sites	Input
Daily top crashers Weekly top crashers Daily Crashes per user	Socorro
Weekly per-new-feature social media feedback	Twitter
Weekly top issues	SUMO forums
Weekly user study findings	Test Pilot User Study (if available)
Daily number of major (and higher) severity bugs in a UNCO/NEW state with no assignee filed (with query link) Weekly regressions filed in a UNCO/NEW state with no assignee	Bugzilla
Weekly number of ADU's Weekly change in number of ADU's Channel Switcher ADU change information	Metrics Dashboard
Add-ons Compatible	Compatibility Dashboard
Startup time Miscellaneous Information	Telemetry

Release

Goal

• Display the compatibility, security and quality levels of websites, stability and user experience on the Release channel over each week.

Stakeholders

• Product Drivers
• Feature Teams
• Marketing
• Support
• Security
• RRRT

When

Meeting	Time
Firefox Product Meeting (reporting)	Wed 11:00AM Pacific

What to Gather

Report	Source
Weekly per-new-feature happy/sad/ideas Daily happy/sad/ideas stats and top insight per feature (Searchable or Automatic?) domains-specific feedback stats and insights compared to the alexa/google top 1000 sites	Input
Daily top crashers Weekly top crashers Daily Crashes per user	Socorro
Weekly per-new-feature social media feedback	Twitter
Weekly top issues	SUMO forums
Weekly user study findings	Test Pilot User Study (if available)
chemspill keyword bugs	Bugzilla
Weekly number of ADU's Weekly change in number of ADU's Channel Switcher ADU change information	Metrics Dashboard
(Mobile only) Reviews and Ratings	Android Marketplace
Add-ons Compatible	Compatibility Dashboard
Startup time Miscellaneous Information	Telemetry

Open Questions

• Normalize counts across feedback channels?
• Reporting rates across feedback channels?
• How does press coverage work into this reporting system?
• What about bugs filed which are the most critical, but are not fixed?