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Revision as of 14:58, 20 February 2009
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The way users are meant to flow through the website can be described as the "support funnel." | The way users are meant to flow through the website can be described as the "support funnel." | ||
[[Image:Sumo_support_funnel.png|thumb|right|350px]] | |||
# 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. | # 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 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.) | ||
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==Two Start Pages== | ==Two Start Pages== | ||
To clarify, SUMO actually have two start pages: | To clarify, SUMO actually have two start pages: | ||
===Normal Start Page=== | |||
First, there’s a support option within the Firefox browser itself (i.e., inproduct). Users clicking on "Help" from the Firefox menu are taken to the | |||
[http://support.mozilla.com/en-US/kb/Firefox+Help inproduct start page]. | |||
[[Image:Sumo_normal_start.png|250px]] | |||
Below the search box, this start page lists references and tutorials that are originally coming from Firefox 2. This is based on the assumption that people using help from the product itself are more interested in learning about the program rather than solving a problem (note that this has not been verified with a test!). | |||
===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]. | |||
[[Image:Sumo_inproduct_start.png|250px]] | |||
Below the search box, this start page lists the most popular support articles, and a blurb for new users, listing articles useful for new users. | |||
=Today's Problems= | =Today's Problems= | ||
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This mockup is tries to solve the problems detailed above, using solutions suggested in the research: | This mockup is tries to solve the problems detailed above, using solutions suggested in the research: | ||
[Image: | [Image:SUMO_mockup_with_description.png|400px] | ||
The changes: | The changes: | ||