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| ==User Advocacy Mission== | | ==User Advocacy Mission== |
| The User Advocacy Team represents the best interests of our users. It is the ultimate goal of User Advocacy to ensure that we as an organization do not fail our users. As a team, User Advocacy will become the conduit for the true voice of the user to ensure that they are heard at all levels of the organization. User Advocacy distills information gained through user feedback. User Advocacy will translate, articulate, and quantify these insights and disseminate them appropriately throughout the organization.
| | UA is the conduit for the voice, desires, and needs of the user, ensuring that they are heard at all levels of the organization. We distill the data from various communication channels and turn these insights into actions. As a team, our goal is to ensure that we, Mozilla, never fail our users. The brand promise is our driving force. It is our mantra. |
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| While User Advocacy is a stakeholder and ultimately influences all aspects of the Product Roadmap, User Advocacy owns the recoverability vertical. Through this vehicle we ensure that our users are always able to return to a fully functional and familiar product no matter what issues they may encounter in their journey.
| | ==How we work== |
| | [[File:Uaworkdiagram.png|Qualitative and Quantitative feedback flow]] |
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| User Advocacy distills information gained through feedback from our users. User Advocacy strives to turn '''New''' into '''Known'''. Other groups such as User Support and our Product partners are able to take action based on these insights.
| | ==Contact Information== |
| | '''Desktop Lead/Manager - Matt Grimes'''<br> |
| | '''Email:''' mgrimes@mozilla.com<br> |
| | '''IRC:''' Matt_G<br> |
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| ==Responsibilities==
| | '''Desktop and Backend - Cheng Wang'''<br> |
| '''UA works proactively to ensure that our users have amazing products that work:''' | | '''Email:''' cww@mozilla.com<br> |
| * UA monitors prerelease versions of our products through various data sources (forum, kb/traffic, input, social media) to distill key user insights to identify top product-related user issues.
| | '''IRC:''' Cww<br> |
| * UA files a bug if one is not already filed
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| * UA performs research to diagnose the root cause of the issue
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| * UA makes recommendations to product teams based on user feedback to shape the future state of our products.
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| * UA is involved early in the development cycle to provide the "Voice of the user" for product changes and new features
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| '''UA works reactively to identify issues quickly and to prevent us from failing our users:''' | |
| * UA monitors release versions of our products through various data sources (forum, kb/traffic, input, social media) to distill key user insights to identify top product-related user issues. Often UA is the first to spot emerging issues.
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| * UA files a bug if one is not already filed
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| * UA performs research to diagnose the root cause of the issue
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| * UA provides this information to our partners in product to bring the issue to resolution quickly
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| * UA works to provide acceptable workarounds for the issue
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| * UA delivers accurate technical information to US so that US can help individual users
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| * Once a new issue becomes a Known Issue, US takes over end user interactions
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| | | '''Project Manager - Tyler Downer'''<br> |
| '''UA looks at the larger product picture to identify key areas of improvement:''' | |
| * UA owns the Input product that solicits prompted and unprompted feedback from users of our products
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| * UA monitors trends over time
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| * UA tracks issues that have been longstanding pain points, but not severe issues
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| * UA articulates this information in an easily consumable format to drive change in the product for these broader issues
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| * UA is delicate and diplomatic in this approach, yet tenacious in our goal of representing our users
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| ==Contact Information==
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| '''Mobile Lead - Tyler Downer'''<br>
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| '''Email:''' tdowner@mozilla.com<br> | | '''Email:''' tdowner@mozilla.com<br> |
| '''IRC:''' Tyler<br> | | '''IRC:''' Tyler<br> |
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| '''FF OS Lead and Special Projects - Cheng Wang'''<br> | | '''Firefox OS and Quantitative Research - Ilana Segall'''<br> |
| '''Email:''' cww@mozilla.com<br> | | '''Email:''' isegall@mozilla.com<br> |
| '''IRC:''' Cww<br> | | '''IRC:''' ilana<br> |
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| | '''Firefox for Android and Backend - Rob Rayborn'''<br> |
| | '''Email:''' rrayborn@mozilla.com<br> |
| | '''IRC:''' rrayborn<br> |
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| '''Desktop Lead - Matt Grimes'''<br> | | '''Quantitative Research and Special Projects - Gregg Lind'''<br> |
| '''Email:''' mgrimes@mozilla.com<br> | | '''Email:''' glind@mozilla.com<br> |
| '''IRC:''' Matt_G<br> | | '''IRC:''' gregglind<br> |
User Advocacy Mission
UA is the conduit for the voice, desires, and needs of the user, ensuring that they are heard at all levels of the organization. We distill the data from various communication channels and turn these insights into actions. As a team, our goal is to ensure that we, Mozilla, never fail our users. The brand promise is our driving force. It is our mantra.
How we work
Contact Information
Desktop Lead/Manager - Matt Grimes
Email: mgrimes@mozilla.com
IRC: Matt_G
Desktop and Backend - Cheng Wang
Email: cww@mozilla.com
IRC: Cww
Project Manager - Tyler Downer
Email: tdowner@mozilla.com
IRC: Tyler
Firefox OS and Quantitative Research - Ilana Segall
Email: isegall@mozilla.com
IRC: ilana
Firefox for Android and Backend - Rob Rayborn
Email: rrayborn@mozilla.com
IRC: rrayborn
Quantitative Research and Special Projects - Gregg Lind
Email: glind@mozilla.com
IRC: gregglind
