Mobile Support Project Page

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

1. Create clear and intuitive paths to mobile support.

• Update Mobile release notes to take users to the mobile support landing page rather than directly to the forum

• Update Mobile release notes FAQ section could with a mention of http://support.mozilla.com/mobile

• Update Mobile platforms page to fix broken link to support, filed bug #669783

• Update http://www.mozilla.com/en-US/mobile/sync/ to point to support for help instead of FAQ

• Update http://www.mozilla.com/en-US/mobile/getinvolved/ to include SUMO information

• Include Additional Resources section in http://www.mozilla.com/en-US/mobile/faq/ with SUMO links

• 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

• Add SUMO links to Website section of http://www.facebook.com/firefoxformobile?sk=info page

• Add Help icon to about:home page for mobile

• Develop about:support page for mobile, track 563661

2. Optimize the entire website experience for small screens.

• Optimize view of forum questions on mobile devices

• Optimize Knowledge Base articles for mobile, replace all multi-screen shots with animated gifs

• Replace mobile feature videos with annotated animated gifs

• Filed 672863 to fix mobile view

3. Expand and optimize the self-service support content.

• Propose Redesign of will-firefox-work-on-my-device page for scalability
• Propose new mobile articles:
  • security for android

-malware attacks -master password (FF8)

• • permissions & why do we ask for them
  • market problems bug #669189
  • not a proxy browser & reasons
  • highlight diff between desktop & mobile

rendering engines data usage keyboards/soft keypads.

• • Clearing the cache
  • Moving Firefox to an SD card

Delete multiple downloads at once

• Update documentation and screenshots for FF6 features:

o Update Getting Started with Firefox Mobile article

• • Hardware menu changes

• • Site identity menu changes

o Simplified form assistant with additional Next button in keyboard.

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

o Copy/paste/Text Selection

o Language picker button on first run start page and in preferences

o Quit option in identity menu/hw menu?

o Session history

• Propose development of the following add-ons content:

o User agent changes in Phony for desktop view

o Clear history/bookmarks

o Ad-block

o Exit button

o Stop/Pause/Resume downloads

o Site Menu (save to PDF, find in page, forget password, share page, add search engine, clear site preferences)

4. Provide regular reports with support insights to product, engineering and QA teams.

Report summary data for mobile development priorities:

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

5. Grow and strengthen our community to include contributors specializing in mobile support.

• establish role in the community by introductions on forum and video blog, weekly blogging, monthly dashboard updates and daily forum posts

• remove barriers to contribution

• propose informal user studies

• outreach to local groups, and starting new groups

• outreach to global groups