Support/UX/Audit

General thoughts

• Font size is problematic in many places (too small, poor readability due to serif font choice, etc.)
• Search box is *way* too prominent, especially on pages where search may not be the primary goal (Ask a question, for example)
  • If the search is the primary way to find help, it should be as bulletproof and effective as possible
• Knowledge Base: what is this? Too jargony - "Firefox Help" might be better
• I know the content is written by volunteers, but a lot of it is very chatty and needs editing.
• Sidebar text is often too small / visually diminished and not that noticeable
• Access to various help options is too haphazard - needs to be centralized and prominent on the home page

Accessing SUMO as a user

• Hompage (coming from in product)
  • How can I find a breakdown of Firefox features?
  • What's new in this version of Firefox?
  • Index / "site" map? What kind of information is available here?
• "Search the knowledge base"? What is that?
  • Could use more clear, actionable text here
  • Where's the "search" button?
• "Browse all Knowledge Base topics" page is a giant list - pretty inefficient / user-hostile
  • Remove this link / page completely? There has to be an easier way to access this info - search, maybe?
  • Is this stuff categorized or tagged?
• Just visited SUMO in the browser - the "New to Firefox?" should probably be moved over to the in-product page as well.
• Not quite clear on why the wording is different between the in-product and web browser home pages
• Searched for "How do I organize my bookmarks?"
  • Font is pretty small in the contextual summary
• Not sure if the "viewed / useful" data is useful - shouldn't we just use this to prioritize results (aka not really necessary to show the actual numbers)
  • Red highlight text is too strong for this information - it's at best secondary information that doesn't need to be highlighted
  • Drop the horizontal line between results - too noisy and doesn't improve scannability.
• Search box moves to right side of page - should stay at top of page ala Google, Yahoo, etc.
• Home link is pretty small - should probably be more prominent
• It would be nice to have a separate, smaller network header for stuff like SUMO so that users don't get confused what site they are on.
• KB article page
  • In general, I'd move away from a serif font throughout as it can be problematic for strong readability.
  • Does SUMO automatically figure out what OS / version the user is using? If so, we should probably bury or reduce the visibility of the "show content customized for" - confusing, noisy.
• I see content that disappears on the page after a second or two?
  • extra-content
• Was this article easy to understand?
  • Clicking Yes/No returns no feedback - there should be some kind of notification that the user has submitted feedback: "Thank you!"
• Tranlate this article
  • Log in page text is very tiny.
    • Mozilla Support
• Article feedback
  • Captcha could have more humane text ("Are you human?", something like that)
  • "Submit" button - "Send your feedback" - better wording?
  • Error page: "You have mistyped the anti-bot verification code; please try again." Not that useful? Anti-bot?
  • Sending feedback to article - again, no feedback that I've done something, or what will happen now that I've sent feedback.
• Users tools - Questions I asked
  • Unfriendly "Error" page - could be more humane
• Ask a question
  • Links to forum / live chat / 3rd party support should be much more prominent (not hidden in page content)
  • "Mozilla offers two official places to ask a support question: a forum and live chat" - these links should go directly to the items in question and not be jump links
  • Not quite clear what "third-party support" is, especially in this context.
• Live chat
  • What's foxkeh? Cute, but should just be a straight-forward status indication
  • "how to get started" shouldn't appear if chat is closed - when to come back should be swapped in instead
  • Sidebar content on these pages is so faint as to be basically not noticeable - should be reprioritized and redesigned
• Register as a new user
  • "Generate Password" either needs to be removed, or moved closer to the password fields
  • "NOTE: Make sure to whitelist this domain to prevent registration emails being canned by your spam filter!" - should probably be rewritten to be more humane / clear (i.e. what is "whitelist", why would an email be "canned"?)
  • "Select your group" is a bit perplexing. Shouldn't someone just be able to register and do both contribute and search as a "user"?

Accessing SUMO as a contributor

• Contributor home page
  • Some "first access" information here might be useful - welcome, how to get started, first things to look at. Basically a newbie guide to being a contributor
  • This could be just a box with a "don't show this again" link