1,623
edits
Support/StartPageOptimization: Difference between revisions
Jump to navigation
Jump to search
Support/StartPageOptimization (view source)
Revision as of 14:07, 20 February 2009
, 20 February 2009no edit summary
(New page: This document describes a project to =Overview= =Today's Problems= There are three main problems that we've identified with the current SUMO start page: # The Knowledge Base (KB) is r...) |
No edit summary |
||
| Line 2: | Line 2: | ||
=Overview= | =Overview= | ||
The Firefox Support (SUMO) [http://support.mozilla.com/ start page] is a critical page for people with Firefox problems, as it's the first page they see when clicking on Support from the top nav of mozilla.com. It's important that these people can find the solution to the problem quickly, so they can keep using Firefox as their web browser. | |||
If we're not able to help the user, or if the start page isn't giving the user the impression that SUMO will contain the answer, the user might leave the site. In order to ensure that the user remains on SUMO, we need to optimize the content to effectively communicate that SUMO contains the answer to their problem. | |||
==SUMO== | |||
[[Image:Sumo_overview.png|right]] | |||
At the heart of the SUMO website is the Knowledge Base (KB), which is a wiki-based repository of support articles (how-to:s, troubleshooting, references, tutorials) for Firefox. The idea is that the KB should provide the answer to the most common problems in Firefox and that our users should be self-served by searching the KB for the solution to their problem. | |||
If the user can't find the answer in the KB, we have two main user-to-user support options: forum and Live Chat. Because of our massive user base, in order for the U2U support to be successful, most people must be able to solve their problems by themselves using the KB, making it by far the most important piece of the website. | |||
[[Image:Sumo_support_funnel.png]] | |||
# The Knowledge Base should contain the solutions to our most common problems. Users should start by searching for their problem here. Ideally the vast majority of our users find the solution to their problem here; it’s critical both for performance reasons and for quality of support. Using the funnel metaphor, the user would go straight through the funnel without hitting the sides. | |||
# If they can’t find the solution to their problem in the Knowledge Base, the forum should show if others have already reported the problem. (We’re working on making this step simpler — more on that later in this series.) | |||
# If neither the Knowledge Base nor the forum contains the answer, the forum or Live Chat should be available to the user. These two components should be viewed as fallbacks when the Knowledge Base fails to solve the user’s problem. Which of the two fallbacks is best for the user depends on the situation. The forum has the benefit that the posted question is public and can be read by many people, thus increasing the chance of getting answered, while Live Chat offers a direct communication with a Firefox expert, if the user is willing to wait for it. | |||
# Frequent or serious issues solved in the forum or Live Chat should be documented in the Knowledge Base, to ensure that the support quality and performance remain consistently high, and to allow us to get better data on which issues are the most commonly reported. | |||
==Two Start Pages== | |||
To clarify, SUMO actually have two start pages: | |||
* First, there’s a support option within the Firefox browser itself (i.e., inproduct). Click on “Help” at the top of your browser and you’ll see something called “Help Contents”. Users clicking here are taken to the [http://support.mozilla.com/en-US/kb/Firefox+Help inproduct start page]. | |||
* The other way for users to enter SUMO is through the main navigation bar at www.mozilla.com. Users clicking on “Support” (depending on the localized version) go directly to the [http://support.mozilla.com/ normal start page]. | |||
=Today's Problems= | =Today's Problems= | ||
There are three main problems that we've identified with the current SUMO start page: | |||
==Metrics== | |||
The start pages have a bounce rate of | |||
==Design & Content== | |||
There are three main problems that we've identified with the current SUMO start page design/content: | |||
# The Knowledge Base (KB) is really just the first step in trying to find a solution to the problem. We also offer ways to ask direct questions. | # The Knowledge Base (KB) is really just the first step in trying to find a solution to the problem. We also offer ways to ask direct questions. | ||