Support/UX/UseCases

This document lists the common SUMO use cases we need usability testing on to ensure the experience is intuitive, simple, and straightforward.

User

Knowledge Base

Main objective is to find the solution to his/her problem, first by searching or browsing the Knowledge Base, and if the KB doesn't have the solution, ask a new support question in the forum or Live Chat.

1. Search for problem on start page

• • Visit start page
  • Type something in the search box
  • Hit Enter or click arrow button
  • Browse search results

1. Leave feedback on KB article

• • Navigate to a KB article (e.g. from the start page or from search results)
  • Scroll down to end of article
  • Answer question polls, or leave additional feedback

1. Ask new support question that isn't covered in the KB

• • See #1 above.
  • At the bottom of search result, click the "Ask a support question instead" link.
  • Select between the support forum or Live Chat

Support Forum

The forum is a place for users to ask support questions that aren't covered in the KB. Our community reads the questions and answer the ones they can.

Similar to the KB, the forum is also searchable and presents top lists of popular/recent threads. In the future, the KB search will automatically include answered forum threads as well, so the actual use case of searching the forum separately will not be required for end users and is therefore skipped here.

1. Ask a new support question

• • Visit the forum start page
  • Click the "Ask a new question" link
  • Enter the details of your problem
  • Provide e-mail address to be notified when someone responds
  • Submit

Live Chat

Users reach Live Chat from the Ask a question page as explained in Knowledge Base use case #3. It is a way to interact directly with a Firefox expert (volunteers in our community) to solve a problem.

1. Ask a new support question

• • Visit the Live Chat start page
  • If the service is open, click to launch new session
  • Wait in line
  • Get help

1. Go to forum instead of Live Chat is closed

• • Visit the Live Chat start page
  • Figure out how to get to the forum when Live Chat is closed...