Mobile Support Project Page: Difference between revisions

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This plan describes the scope and schedule for tasks to make Android a tier 1 platform on SUMO.
This plan describes the scope and schedule of tasks to make Android a top tier platform on SUMO.


=Optimize for Small Screens=
=Optimize for Small Screens=
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The view of forum questions should be optimized for mobile devices.
The view of forum questions should be optimized for mobile devices.


[[Image:Forums_mobile.png]]
[[Image:Forums_mobile.png|250px]]


{| border="1" style="border: 2px solid rgb(0, 0, 0); border-collapse: collapse;"
{| border="1" style="border: 2px solid rgb(0, 0, 0); border-collapse: collapse;"
{| style="width: 800px; font-size: 14px; line-height: 1.2;" class="fullwidth-table sortable"
{| style="width: 800px; font-size: 14px; line-height: 1.2;" class="fullwidth-table sortable"
|-
|-
|style="font-weight: bold; background: #DDD;" | Priority
|style="font-weight: bold; background: #DDD;" | Deadline
|style="font-weight: bold; background: #DDD;" | Issue
|style="font-weight: bold; background: #DDD;" | Issue
|style="font-weight: bold; background: #DDD;" | Status  
|style="font-weight: bold; background: #DDD;" | Status  
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|3
|3
| Fix mobile view of mozilla.com/mobile
| Fix mobile view of mozilla.com/mobile
| In progress
| Fixed
| [https://bugzilla.mozilla.org/show_bug.cgi?id=672863 filed 672863]
| [https://bugzilla.mozilla.org/show_bug.cgi?id=672863 filed 672863]
|-
|3
| Fix mobile view of support forums
| TBD
| <br>
|-
|-
|3
|3
Line 39: Line 44:
[[Image:Mobile_support.gif]]
[[Image:Mobile_support.gif]]


These topic areas map to the existing topics for Desktop platforms, as follows.
These topic areas map to the existing topics for Desktop platforms. This comparison shows that we need to improve the number of articles in the following topics: Troubleshooting, Privacy & Security, and Advanced.
[[Image:Desktop_support.gif]]
[[Image:Desktop_support.gif]]


This plan proposes the following new mobile articles (red bullets) to bring the Mobile knowledge base for Android on par with the knowledge base articles for desktop:
This plan proposes the following new mobile articles (red bullets) to bring the Mobile knowledge base for Android on par with the knowledge base articles for desktop:
[[Image:Mobile_articles.gif]]
[[Image:Mobile_articles.gif]]
==Firefox 6.0 Mobile Documentation==
Update documentation and screenshots for the following FF6 features.
* Update Getting Started with Firefox Mobile article for Site Identity menu changes and hardware menu changes (save to PDF, find in page, forget password, share page, add search engine, and clear site preferences).
* Document simplified form assistant with additional Next button in keyboard.


{| border="1" style="border: 2px solid rgb(0, 0, 0); border-collapse: collapse;"
{| border="1" style="border: 2px solid rgb(0, 0, 0); border-collapse: collapse;"
{| style="width: 800px; font-size: 14px; line-height: 1.2;" class="fullwidth-table sortable"
{| style="width: 800px; font-size: 14px; line-height: 1.2;" class="fullwidth-table sortable"
|-
|-
|style="font-weight: bold; background: #DDD;" | Rank
|style="font-weight: bold; background: #DDD;" | Topic
|style="font-weight: bold; background: #DDD;" | Issue
|style="font-weight: bold; background: #DDD;" | Article
|style="font-weight: bold; background: #DDD;" | Status  
|style="font-weight: bold; background: #DDD;" | Status  
|style="font-weight: bold; background: #DDD;" class="unsortable"| Notes  
|style="font-weight: bold; background: #DDD;" class="unsortable"| Notes  
|-
|-
|<br>
| New to Firefox Mobile
| Getting Started with Firefox Mobile
| How do I use the Start screen?
| 10% complete
| 0% complete
| <br>
|-
| New to Firefox Mobile
| How do I use Android buttons with Firefox?
| 0% complete
| <br>
|-
| Common Questions
| How do I view the full version of web sites?
| 0% complete
| <br>
|-
| Troubleshooting
| How do I download Firefox mobile without access to the Android Market?
| 0% complete
| <br>
|-
| Troubleshooting
| I can't download Firefox Mobile to my Device.
| 0% complete
| <br>
|-
| Privacy and Security
| How do I clear the browser cache?
| 0% complete
| <br>
|-
| Privacy & Security
| Ho do I clear recent history?
| 0% complete
| <br>
|-
| Privacy & Security
| How does Firefox provide secure mobile browsing?
| 0% complete
| <br>
|-
| Privacy and Security
| What are app permissions and when should I accept them?
| 0% complete
| [https://bugzilla.mozilla.org/show_bug.cgi?id=672391 672391]
|-
| Privacy & Security
| How do I tell Firefox Mobile to forget my password?
| 0% complete
| <br>
|-
| Privacy & Security
| How do I control pop-ups and ads in Firefox Mobile?
| 0% complete
| <br>
| <br>
|-
|-
|<br>
| Using Firefox Mobile
| Simplified form assistant
| How do I set my Preferences?
| 0% complete
| <br>
|-
| Customizing Firefox Mobile
| How do I use mobile personas?
| 0% complete
| 0% complete
| <br>  
| <br>  
|-
|}
|}
==Firefox 6.0 Mobile Documentation==
Update documentation and screenshots for the following FF6 features.
* Hardware menu changes and Site ID menu changes.
See the [https://wiki.mozilla.org/Support/Article_Tracking#Updates_for_Firefox_6 Article Tracking] page for status.


==Firefox 7.0 Mobile Documentation==
==Firefox 7.0 Mobile Documentation==
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* Session history
* Session history


==Add-Ons Content Development==
See the [https://wiki.mozilla.org/Support/Article_Tracking#Updates_for_Firefox_6 Article Tracking] page for status.
 
This plan also proposes augmenting documentation for add-ons as follows:
 
* User agent changes in Phony for desktop view
 
* Clear history and bookmarks with Cleary<br>
 
* Ad-block


=Paths to Mobile Support=
=Paths to Mobile Support=
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[[Image:faq.gif|600px]]
[[Image:faq.gif|600px]]
{| border="1" style="border: 2px solid rgb(0, 0, 0); border-collapse: collapse;"
{| style="width: 800px; font-size: 14px; line-height: 1.2;" class="fullwidth-table sortable"
|-
|style="font-weight: bold; background: #DDD;" | Rank
|style="font-weight: bold; background: #DDD;" | Issue
|style="font-weight: bold; background: #DDD;" | Status
|style="font-weight: bold; background: #DDD;" class="unsortable"| Notes
|-
|<br>
| http://www.mozilla.com/mobile/platforms includes broken link to support
| NEW
| [https://bugzilla.mozilla.org/show_bug.cgi?id=669783]
|}


==Facebook==
==Facebook==
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[[Image:about_home.gif]]
[[Image:about_home.gif]]


==Android Market==
==Android Market==
Line 153: Line 191:


*Add information about support.mozilla.com to description of Firefox in Android Market
*Add information about support.mozilla.com to description of Firefox in Android Market
{| border="1" style="border: 2px solid rgb(0, 0, 0); border-collapse: collapse;"
{| style="width: 800px; font-size: 14px; line-height: 1.2;" class="fullwidth-table sortable"
|-
|style="font-weight: bold; background: #DDD;" | Site
|style="font-weight: bold; background: #DDD;" | Issue
|style="font-weight: bold; background: #DDD;" | Status
|style="font-weight: bold; background: #DDD;" class="unsortable"| Notes
|-
| Mozilla.com
| http://www.mozilla.com/mobile/platforms includes broken link to support
| NEW
| [https://bugzilla.mozilla.org/show_bug.cgi?id=669783 669783]
|-
| Mozilla.com
| FF Mobile Release Notes link to forums page instead of mobile support page
| <br>
| <br>
|-
| Mozilla.com
| FAQ section of Release Notes should link to mobile support articles landing page
| <br>
| <br>
|-
| Mozilla.com
| Mobile FAQ should link to mobile support articles landing page in Additional Resources
| <br>
| <br>
|-
| Mozilla.com
| Get Involved should include information about SUMO
| <br>
| <br>
|-
| Facebook.com
| Info page for Mobile Firefox on Facebook should point to support
| <br>
| <br>
|-
| In-product
| about:home changes to the Get Help button
| <br>
| [https://bugzilla.mozilla.org/show_bug.cgi?id=669166 669166]
|-
| In-product
| about:support
| <br>
| [https://bugzilla.mozilla.org/show_bug.cgi?id=563661 563661]
|-
| Android Market
| Description
| add support information to description
| [https://bugzilla.mozilla.org/show_bug.cgi?id=672950 672950]
|}




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[[Image:meetup.gif|700px]]
[[Image:meetup.gif|700px]]


*Establish role in the community by introductions on forum and video blog, weekly blogging, monthly dashboard updates and daily forum posts http://blog.mozilla.com/sumo  
*Establish role in the community by introductions on forum and video blog, weekly blogging, monthly dashboard updates and daily forum/discussion posts http://blog.mozilla.com/sumo  


*Remove barriers to contribution
*Remove barriers to contribution
Line 168: Line 262:
*Outreach to global groups
*Outreach to global groups


{| border="1" style="border: 2px solid rgb(0, 0, 0); border-collapse: collapse;"
{| style="width: 800px; font-size: 14px; line-height: 1.2;" class="fullwidth-table sortable"
|-
|style="font-weight: bold; background: #DDD;" | Site
|style="font-weight: bold; background: #DDD;" | Issue
|style="font-weight: bold; background: #DDD;" | Status
|style="font-weight: bold; background: #DDD;" class="unsortable"| Notes
|-
| Local outreach
| Need to develop community in Bay area
| 5% complete, one meeting held, planning second at SF location
| [http://meetup.com/Firefox-Mobile-users San Francisco Firefox Mobile User Group]
|-
| blog.mozilla.com/sumo
| Video introduction
| 50% complete
| <br>
|-
| blog.mozilla.com/sumo
| Blog first month on SUMO Mobile
| 5% complete
| personas, QA tools, project planning, article updates
|-
| support.mozilla.com
| Setup Mobile FF Group Dashboard
| 0% complete
| <br>
|}


=Provide Regular Reports=  
=Provide Regular Reports=  
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*Most viewed articles versus most asked questions  
*Most viewed articles versus most asked questions  
=Out of Scope=
This plan precludes any work on Live Chat for Mobile.
   
   


Line 209: Line 335:


Version 4.0, July 24th add graphics and banners
Version 4.0, July 24th add graphics and banners
Version 5.0, July 25th add schedule and scope

Revision as of 21:58, 25 July 2011

This plan describes the scope and schedule of tasks to make Android a top tier platform on SUMO.

Optimize for Small Screens

Optimize Knowledge Base articles for mobile by replacing all multi-screen shots and mobile feature videos with animated gifs.

Awesome1.gif

The view of forum questions should be optimized for mobile devices.

Forums mobile.png

Deadline Issue Status Notes
3 Fix mobile view of mozilla.com/mobile Fixed filed 672863
3 Fix mobile view of support forums TBD
3 Replace Awesome screen 700px wide screenshot with 250px wide animated gif 20% complete
3 Replace 700px wide install screenshot with 250px wide animated gif 20% complete

Expand Self-Service Support Content

The following screenshot shows the existing Mobile knowledge base articles, color coded according to Topics. Mobile support.gif

These topic areas map to the existing topics for Desktop platforms. This comparison shows that we need to improve the number of articles in the following topics: Troubleshooting, Privacy & Security, and Advanced. Desktop support.gif

This plan proposes the following new mobile articles (red bullets) to bring the Mobile knowledge base for Android on par with the knowledge base articles for desktop: Mobile articles.gif

Topic Article Status Notes
New to Firefox Mobile How do I use the Start screen? 0% complete
New to Firefox Mobile How do I use Android buttons with Firefox? 0% complete
Common Questions How do I view the full version of web sites? 0% complete
Troubleshooting How do I download Firefox mobile without access to the Android Market? 0% complete
Troubleshooting I can't download Firefox Mobile to my Device. 0% complete
Privacy and Security How do I clear the browser cache? 0% complete
Privacy & Security Ho do I clear recent history? 0% complete
Privacy & Security How does Firefox provide secure mobile browsing? 0% complete
Privacy and Security What are app permissions and when should I accept them? 0% complete 672391
Privacy & Security How do I tell Firefox Mobile to forget my password? 0% complete
Privacy & Security How do I control pop-ups and ads in Firefox Mobile? 0% complete
Using Firefox Mobile How do I set my Preferences? 0% complete
Customizing Firefox Mobile How do I use mobile personas? 0% complete

Firefox 6.0 Mobile Documentation

Update documentation and screenshots for the following FF6 features.

  • Hardware menu changes and Site ID menu changes.

See the Article Tracking page for status.


Firefox 7.0 Mobile Documentation

Develop the following documentation for FF7 release and deliver to localization teams.

  • Text Selection for copy/paste
  • Language picker button on first run start page and in preferences
  • Quit option in identity menu/hardware menu
  • Session history

See the Article Tracking page for status.

Paths to Mobile Support

Creating clear and intuitive paths to mobile support is an important part of making Android a top tier platform on SUMO. The web pages in this section should be updated to provide the best experience for Android users who need support.

Mozilla.com

The Mobile Release Notes should take users to http://support.mozilla.com/mobile page rather than directly to the forum page at https://support.mozilla.com/en-US/questions?tagged=mobile.

Android relnotes.gif


The Mobile release notes FAQ section should include a pointer to http://support.mozilla.com/mobile.

Android RN faq.gif

The Mobile platforms page should be fixed to correctly point to support.mozilla.com/mobile. A redesign of http://support.mozilla.com/kb/will-firefox-work-on-my-device page should also be considered for scalability.

Mobile platforms.gif

The Get Involved web page for mobile at http://www.mozilla.com/en-US/mobile/getinvolved/ should include SUMO information.

Get involved.gif

The Mobile FAQ should include an Additional Resources section with SUMO links and refer to SUMO for help with using Firefox Mobile.

Faq.gif

Facebook

The Website section of the Firefox Mobile Facebook page http://www.facebook.com/firefoxformobile?sk=info should be updated to include a link to http://support.mozilla.com/mobile.

Facebook.gif

In-product Pages

The about:home page for mobile should be updated to include an icon for Help and track 563661 about:support page development for mobile.

About home.gif

Android Market

  • Use auto-responder on FirefoxforAndroid@mozilla.com alias which directs users to SUMO and Input
  • Add information about support.mozilla.com to description of Firefox in Android Market


Site Issue Status Notes
Mozilla.com http://www.mozilla.com/mobile/platforms includes broken link to support NEW 669783
Mozilla.com FF Mobile Release Notes link to forums page instead of mobile support page

Mozilla.com FAQ section of Release Notes should link to mobile support articles landing page

Mozilla.com Mobile FAQ should link to mobile support articles landing page in Additional Resources

Mozilla.com Get Involved should include information about SUMO

Facebook.com Info page for Mobile Firefox on Facebook should point to support

In-product about:home changes to the Get Help button
669166
In-product about:support
563661
Android Market Description add support information to description 672950


Grow and Strengthen Community of Experts

This plan proposes community development efforts beginning in 2011Q3 which will create a foundation for supporting the emerging mobile community over time and encouraging long-term stability.

  • Outreach to local groups, and start new groups

Meetup.gif

  • Establish role in the community by introductions on forum and video blog, weekly blogging, monthly dashboard updates and daily forum/discussion posts http://blog.mozilla.com/sumo
  • Remove barriers to contribution
  • Outreach to global groups
Site Issue Status Notes
Local outreach Need to develop community in Bay area 5% complete, one meeting held, planning second at SF location San Francisco Firefox Mobile User Group
blog.mozilla.com/sumo Video introduction 50% complete
blog.mozilla.com/sumo Blog first month on SUMO Mobile 5% complete personas, QA tools, project planning, article updates
support.mozilla.com Setup Mobile FF Group Dashboard 0% complete

Provide Regular Reports

This plan includes reporting summary data of support insights to drive mobile development priorities with product, engineering and QA teams on a weekly basis.

Sumo-questions-july1-8.png

  • Action items -- what problems can we solve now, how can they be solved.
    • Focus on specific/reproducible items
    • Urgent items need to be brought to light quickly
  • List of issues/bugs and numbers (some sense)
    • Gather data from input.mozilla.com
    • Gather info from tag usage (if possible)
    • What are the solutions being proposed
  • Data from forums and input
  • Search terms
  • Article visits
  • Overall traffic

Report Effectiveness of Mobile Support Offerings to SUMO

  • Solutions posted
  • Questions answered
  • Helpful articles
  • New questions asked
  • Most viewed articles versus most asked questions

Out of Scope

This plan precludes any work on Live Chat for Mobile.


Revision History

Version 1.0, July 8th based on David's Version 6.0 Mobile Support Plan from January

Version 2.0, July 18th based on initial research

Version 3.0, July 22nd update metrics specifics and proposed articles

Version 4.0, July 24th add graphics and banners

Version 5.0, July 25th add schedule and scope

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