Firefox/Input/Feedback Strategy

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Background

Firefox 4 was a success for user feedback with tens of thousands support threads and millions of pieces of feedback on Input. Unfortunately, we didn't integrate many other feedback mediums that offer more information about key aspects of the browser (i.e. stability, features, responsiveness, usability and performance). Mozilla encompasses many different mediums such as Socorro, Test Pilot, news sources, Bugs, Social Networks (i.e. facebook, twitter) and ADU's. The new rapid release process will require new feedback strategies to quickly enlighten drivers on the status quo of the browser across multiple channels

Current Feedback Offerings

Source	Type	Options
SUMO	Help requests from users regarding a breakage in functionality or usability	docs metrics forums live chat
Socorro	Crash reports with opt-in user comments/urls/e-mails	dashboard weekly Reports
Input	Text-based comments via an in-product mechanism and categorized by happy/sad/ideas	feeds search daily clusters domain-specific site feedback
Bugzilla	Mozilla's primary bug tracking system	bug list of issues not fixed for specified release
Test Pilot	Platform that collects structured user feedback through Firefox	user studies
Press/PR	A general gauge of how Firefox is perceived by news outlets.	news articles/opinion pieces/walkthroughs/competitor news
Social Media	Text-based comments collected from 3rd-party sources.	facebook twitter
ADUs	The number of actively daily users for a given build of Firefox.	metrics dashboard
(Mobile only) Reviews and Ratings	User-submitted reviews and ratings	android marketplace
Forum/Newsgroup Comments	Free-form text comments in a threaded format	Forums MozillaZine L10n Forums: Mozilla Italia, etc. Newsgroups

Needs

• Central - The value of this channel is to shows bleeding edge features that may or may not end up in the release, but give a glimpse into Firefox's strategy/vision.
• Aurora - Users here will be able to experiment with new features and determine if they match quality criteria to be graduated to a release of Firefox proper.
• Beta - Users will be able to get the inside track on new features landing in Firefox proper and increase the overall quality of the new release by finding compatibility
• Release - We'll look for possible security and Top Issues and possible Chemspills on this channel.

	Regressions	Stability	Feature Quality	UX Feedback	Website Compat.	Plugin Compat.	Addon Compat.	Chemspills
Central	X	X
Aurora	X	X	X	X	X	X
Beta	X	X	X	X	X	X	X
Release					X	X	X	X

Objectives

• To form a group of feedback leads throughout the organization
• Create a comprehensive picture of what users are saying on a regular basis

Plan

Initially, we want to meet once a week to coalesce our findings for the needs over each release channel. The final output of each meeting will be a comprehensive report of all feedback summaries.

Central

Stakeholders

• Product Drivers
• Feature Teams
• QA

Report	Source	Responsibility
Daily triage of happy/sad/ideas per feature	Input	Feature Manager
Daily triage of top crashers	Socorro	QA Services
Weekly number of ADU's Weekly change in number of ADU's	Metrics Dashboard	Metrics/PMM

Aurora

Stakeholders

• Product Drivers
• Feature Teams
• Marketing
• QA

Report	Source	Responsibility
Weekly per-new-feature happy/sad/ideas per feature	Input	Aakash/Cheng
Weekly top crashers (crashes per user)	Socorro	QA Services/Sheila Mooney
Weekly per-new-feature social media feedback	Twitter Facebook	Metrics
Weekly newly found blocker bugs	Bugzilla (flagged "+" for a specific release)	Legneato/Release Manager
Weekly number of ADU's Weekly change in number of ADU's	Metrics Dashboard	Metrics/PMM

Beta

Stakeholders

• Product Drivers
• Feature Teams
• Marketing
• Support
• QA

Report	Source	Responsibility
Weekly per-new-feature happy/sad/ideas	Input	?
Weekly top crashers (crashes per user)	Socorro	?
Weekly per-new-feature social media feedback	Twitter Facebook	?
Weekly top issues	SUMO forums	?
Weekly user study findings	Test Pilot User Study (if available)	?
Weekly newly found blocker bugs	Bugzilla	?
Weekly number of ADU's Weekly change in number of ADU's	Metrics Dashboard	?

Release

Stakeholders

• Product Drivers
• Feature Teams
• Marketing
• Support
• Security
• RRRT

Report	Source	Responsibility
Weekly per-new-feature happy/sad/ideas	Input	?
Weekly top crashers (crashes per user)	Socorro	?
Weekly per-new-feature social media feedback	Twitter Facebook	?
Weekly top issues	SUMO forums	?
Weekly user study findings	Test Pilot User Study (if available)	?
Weekly newly found chemspill bugs filed	Bugzilla	?
Weekly number of ADU's Weekly change in number of ADU's	Metrics Dashboard	?
Weekly press articles/notable highlights	Press/PR	?
(Mobile only) Android Marketplace Reviews and Ratings	PMM	?

Open Questions

• Normalize counts across feedback channels?
• Reporting rates across feedback channels?
• How does press coverage work into this reporting system?
• What about bugs filed which are the most critical, but are not fixed?