Support/Goals/2012Q4

Context

High-Level Mozilla goals

Firefox Desktop

• ADI Growth 9%
• Satisfaction 70%
• Engagement 70%

Firefox Mobile

• ADIs target 4.2M
• Satisfaction 4.5 stars

Firefox OS

• Launch 1Q2013
• Carriers 1-2
• OEMs 1-2

SUMO 2012 goals

Retain users

• Maximize self-service efficiency
• Achieve 100% action rate in user-to-user support

Improve our products

• Listen to our users through more sources
• Communicate user feedback better to developers

Meta goal: Grow our community

Goals

All products

• [NEW] Implement tools improvements to streamline l10n contributions on SUMO — Kadir, Rosana (Project plan)
• [NEW] Google Analytics Implementation — Kadir, Matt (Project plan)
• [NEW] Identify and implement way to automate CSAT Exit Survey — Ibai, Matt (Project plan)
• [NEW] Get SUMO dedicated Mozilla Reps in 10 major locales, including Brazilian Portuguese — Rosana, Madalina (Project plan)
• [NEW] Integrate the Reps SIG with the SUMO locales leaders — Rosana (Project plan)
• [NEW] Launch the Firefox Clinics as part of the MozCoffees (3 Firefox Clinics on Q4) — Rosana (Project plan)
• [NEW] Reduce churn rate on support forum — Madalina (Project plan)

Firefox Desktop

• [ON TRACK] Gain better user insights from SUMO Data (clustering)— Matt, Tyler (Project plan)
• [NEW] Aurora feedback: Run feedback survey for Firefox 18, 19 [At Risk]— Tyler/Matt, Cheng ([1])
• [NEW] Facebook for Firefox (Social API): Include links to special support documentation and videos in marketing material like the What’s New page, social media and blog posts — Michael (Project plan)
• [NEW] Engage Facebook users with a Reddit style AMA on Facebook explaining and answering questions about the new Facebook for Firefox (Social API) feature — Michael, Madalina (Project plan)

Firefox Mobile

• [NEW] Implement new Mobile feedback reporting process — Tyler (Project plan)
  • Improve Google Play sentiment analysis [AT RISK](Tyler, Cheng)
  • Integrate Input Tagging/Reporting [ON TRACK]
  • Increase visibility of SUMO feedback in Mobile development process [ON TRACK]
• [ON TRACK] Transition mobile user support to new owner — Michelle, Roland (No project plan needed)
• [NEW] Find 5 people to contribute to Firefox for Android support — Madalina (Project plan)

Firefox OS

• [ON TRACK] Deliver on all Firefox OS Beta support readiness milestones on-time with high-quality — Michelle (Project plan)
  • [ON TRACK] Optimize SUMO for mobile devices in preparation for Firefox OS launch — Michelle, Kadir (Project plan)
  • [NEW] Implement support for multiple products in Kitsune — Kadir (Project plan)
  • [AT RISK] Beta 2 documentation ready for L10n — Michelle (Project plan)
  • [AT RISK] English training docs ready for OBs and partners — Michelle (Project plan)
  • [AT RISK] Hire Helpdesk Tech Lead (alternatively contract a Portuguese speaking support rep that can dig in sooner rather than later) — David, Michelle (No project plan needed)
  • [ON TRACK] Define relationship with hardware OEM for deliveries of reports and documentation — Michelle (PROJECT PLAN MISSING)
  • [NEW] Firefox OS community building resulting in Brazilian engagement in support (discussion forum participation & L10n planning for KB — Rosana (Project plan)
  • [ON TRACK] Assist with B2G Dogfooding/test drivers program that Release Engineering is driving from MV, SF [On Track]— Cheng, Michelle (PROJECT PLAN MISSING)
• [NEW] Phase II Marketplace Support: Localization. Payments documentation — Ibai (PROJECT PLAN MISSING)
  • Localize content to Spanish and Portuguese: Hire PT speaking FTE.
  • Define payment issue handling and flows.
• [NEW] Prepare feedback gathering from Telefonica, Input, and Kitsune [On Track]— Matt, Cheng, Tyler (Project Plan)

Non-goals, yet important things to complete this quarter

• Interim solution for community management tools and assesment for new SUMO specific tools or integration with a Mozilla wide community management system — Rosana
• Feedback/triage for release, beta, and aurora (16, 17, 10.5 EoL, 18(Jan 8)) — Matt, Tyler
• Push in product add-ons changes in product — Matt, Cheng, Tyler, David (Project plan)