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Support/SumoDevRoadmap2009: Difference between revisions
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==Other noteworthy things to fix in Q1== | ==Other noteworthy things to fix in Q1== | ||
* Optimized SUMO start page to reduce bounce rate and increased number of people who find the solution to their problem | * Optimized SUMO start page to reduce bounce rate and increased number of people who find the solution to their problem | ||
** '''Motivation:''' We currently have a >50% bounce rate and <25% search rate on the SUMO start page. | |||
* Browse KB by "category" with a nice tag cloud | * Browse KB by "category" with a nice tag cloud | ||
* Logging in as contributor should take you to the contributor home page to ensure our contributors are getting the information they need to contribute | * Logging in as contributor should take you to the contributor home page to ensure our contributors are getting the information they need to contribute | ||
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==Clear l10n overview and polish (SUMO 1.2 — April)== | ==Clear l10n overview and polish (SUMO 1.2 — April)== | ||
* '''Motivation:''' This is the second most common feedback from localizers; the lack of a clear, prioritized l10n overview makes it hard for localizers to contribute. | |||
* Create dashboard for localizers showing a clear overview of which parts of the site is localized and which isn't, ordered by priority | * Create dashboard for localizers showing a clear overview of which parts of the site is localized and which isn't, ordered by priority | ||
* Localized support forums for locales that request it | * Localized support forums for locales that request it | ||
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==Automatic metrics dashboard (SUMO 1.3 — May)== | ==Automatic metrics dashboard (SUMO 1.3 — May)== | ||
* '''Motivation:''' We spend an increasing amount of time every week analyzing metrics and looking at trends as a way to optimize the support program. As the queries get more advanced and more frequent, an automatic dashboard is a better one-time investment than to spend time on metrics gathering every week. | |||
* Implement automatic metrics dashboard combining Omniture & TikiWiki DB stats, including CSAT | * Implement automatic metrics dashboard combining Omniture & TikiWiki DB stats, including CSAT | ||
* Automatically generated weekly dashboards | * Automatically generated weekly dashboards | ||
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==Web based Live Chat (SUMO 1.4 — June)== | ==Web based Live Chat (SUMO 1.4 — June)== | ||
* '''Motivation:''' Currently, Live Chat helpers need to download a third-party software to help users. This adds complexity and reduces our chances of attracting casual helpers. Furthermore, this software is poorly integrated with the rest of SUMO, making Live Chat helpers unnecessarily disconnected from other areas of support. | |||
* Replace Spark with a web based client that seamlessly integrates things like the backchannel #sumo and info relevant to Live Chat helpers: | * Replace Spark with a web based client that seamlessly integrates things like the backchannel #sumo and info relevant to Live Chat helpers: | ||
** List of common issues with instructions on how to troubleshoot | ** List of common issues with instructions on how to troubleshoot | ||
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* Weekly metrics for increasingly popular search terms (as opposed to just looking at the top search terms, we should be looking at the search terms that has had the biggest increase in popularity since last week, as a way to spot early trends) | * Weekly metrics for increasingly popular search terms (as opposed to just looking at the top search terms, we should be looking at the search terms that has had the biggest increase in popularity since last week, as a way to spot early trends) | ||
* Automatic plug-in detection and notification when a user visits SUMO with old plugins | * Automatic plug-in detection and notification when a user visits SUMO with old plugins | ||
* | * Shared login for Live Chat and rest of SUMO | ||
=Q3= | =Q3= | ||
==Streamlined WYSIWYG editor (SUMO 1.5 — July)== | ==Streamlined WYSIWYG editor (SUMO 1.5 — July)== | ||
* '''Motivation:''' Wiki syntax is unnecessarily hard to understand compared to e.g. blogging. Switching to a WYSIWYG editor à la WordPress would significantly increase our chances of getting casual Knowledge Base contributors. | |||
* New Knowledge Base article editor with: | * New Knowledge Base article editor with: | ||
** WYSIWYG editing | ** WYSIWYG editing | ||
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==Karma system (SUMO 1.6 — August)== | ==Karma system (SUMO 1.6 — August)== | ||
* '''Motivation:''' Support is incredibly important, but we don't show enough appreciation towards our community to make contributors feel important and proud. With a proper karma system, we would be able to show in very real way just how much impact their work has to our massive user base. | |||
* Implement Karma system, including personal and encouraging stats (e.g. number of people you have helped) | * Implement Karma system, including personal and encouraging stats (e.g. number of people you have helped) | ||
* Make the community and user account profile more personal | * Make the community and user account profile more personal | ||
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==Live Chat in other languages (SUMO 1.7 — September)== | ==Live Chat in other languages (SUMO 1.7 — September)== | ||
* '''Motivation:''' Live Chat is a powerful way to provide direct support and with the web based Live Chat client (SUMO 1.4), we should be able to expand our community. Adding multiple language support should be a fairly minor effort with the potential of significantly increasing our quality of support. | |||
* It should be possible for helpers that speak other languages to log in and specify which languages they can provide support in | * It should be possible for helpers that speak other languages to log in and specify which languages they can provide support in | ||
* Users would then see a list of languages corresponding to the currently logged in helpers, and would be able to check the languages he/she can accept help in | * Users would then see a list of languages corresponding to the currently logged in helpers, and would be able to check the languages he/she can accept help in | ||
* This also includes localized UI for Live Chat and possibly separate backchannels (e.g. so the Japanese community can speak with themselves without mixing their chats with the en-US channel) | * This also includes localized UI for Live Chat and possibly separate backchannels (e.g. so the Japanese community can speak with themselves without mixing their chats with the en-US channel) | ||
* [https://bugzilla.mozilla.org/buglist.cgi?query_format=advanced&product=support.mozilla.com&target_milestone=1.7&chfieldto=Now&known_name=Sumo&query_based_on=Sumo&order=bugs.resolution,bugs.bug_severity,bugs.priority Bug list] | * [https://bugzilla.mozilla.org/buglist.cgi?query_format=advanced&product=support.mozilla.com&target_milestone=1.7&chfieldto=Now&known_name=Sumo&query_based_on=Sumo&order=bugs.resolution,bugs.bug_severity,bugs.priority Bug list] | ||
== Other noteworthy things to fix in Q3== | |||
* RSS feed for incoming support questions — Instead of having to log in to SUMO in order to read the latest incoming support questions, a convenient alternative would be to just subscribe to an RSS feed (also known as Live Bookmark in Firefox). This way, people could set their mail client (e.g. Thunderbird) to notify whenever a new question is posted. | |||
* Smart forum thread filters — When browsing the forum today, all questions are listed, including the ones that are already answered. Many contributors are more interested in looking at threads that haven’t been answered yet. Others might want to see only the threads they’ve responded in. We should allow for an easy way to filter the forum view based on what’s relevant for our visitors. | |||
=Q4= | =Q4= | ||
==Live Chat scheduling solution (SUMO 1.8 — October)== | ==Live Chat scheduling solution (SUMO 1.8 — October)== | ||
* '''Motivation:''' Live Chat depends on having several helpers logged in at the same time in order to achieve a high quality of support. Since our resources are limited, we need to ensure that helpers know when other helpers are going to log in to Live Chat so they can use the service at the same time. | |||
* We need something that will allow people to commit to specific time slots that are convenient for them, while still seeing which slots other people have offered to take or would like to take — think of it as a shared calendar. | * We need something that will allow people to commit to specific time slots that are convenient for them, while still seeing which slots other people have offered to take or would like to take — think of it as a shared calendar. | ||
* The official hours of operation could then be based on the confirmed schedule time slots, rather than predefined hours | * The official hours of operation could then be based on the confirmed schedule time slots, rather than predefined hours | ||
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==Polish and bugfix release (SUMO 2.0 — December)== | ==Polish and bugfix release (SUMO 2.0 — December)== | ||
* '''Motivation:''' Based on the number of new features in SUMO being developed in 2009, a lot of small leftover bugs will be inevitable and this milestone will attempt to fix most of them. | |||
* Another milestone focusing on catching up on the many small bugs we've likely been forced to push back on over the year | * Another milestone focusing on catching up on the many small bugs we've likely been forced to push back on over the year | ||
* [https://bugzilla.mozilla.org/buglist.cgi?query_format=advanced&product=support.mozilla.com&target_milestone=2.0&chfieldto=Now&known_name=Sumo&query_based_on=Sumo&order=bugs.resolution,bugs.bug_severity,bugs.priority Bug list] | * [https://bugzilla.mozilla.org/buglist.cgi?query_format=advanced&product=support.mozilla.com&target_milestone=2.0&chfieldto=Now&known_name=Sumo&query_based_on=Sumo&order=bugs.resolution,bugs.bug_severity,bugs.priority Bug list] | ||