Mobile Support Project Page
Mobile Support 2011 Q3 Project Plan
This plan describes the scope and schedule for tasks to make Android a tier 1 platform on SUMO.
Paths to Mobile Support
Creating clear and intuitive paths to mobile support is an important part of making Android a tier one 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.
The Mobile release notes FAQ section should include a pointer to http://support.mozilla.com/mobile.
The Mobile platforms page should be fixed to correctly point to support.mozilla.com/mobile, see https://bugzilla.mozilla.org/show_bug.cgi?id=669783
The Get Involved web page for mobile at http://www.mozilla.com/en-US/mobile/getinvolved/ should include SUMO information.
The Mobile FAQ should include an Additional Resources section with SUMO links and refer to SUMO for help with using Firefox Mobile.
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.
The about:home page for mobile should be updated to include an icon for Help.
- Develop about:support page for mobile, track 563661
- 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
Optimize the entire website experience for small screens
The view of forum questions should be optimized for 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
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:
Moves to RELEASE week of August 16, 2011
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:
Moves to BETA week of August 16, 2011
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
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