Support/ForumRedesignPRD

DRAFT
The content of this page is a work in progress intended for review.

Please help improve the draft!

Ask questions or make suggestions in the discussion
or add your suggestions directly to this page.

User experience

• Ability to respond to e-mail
• Rich-text formatted emails
• Ability to vote "Me too"
• Ability to vote "this solved my problem" (not just the OP)
• "This didn't help? perhaps one of these related threads may match your problem better"
• Feedback vs Support questions? (Let's focus on support questions first, we can loop in feedback in future)
• Should we still lock solved threads? Plus: prevents people from overwhelming threads (they can me too but not post comments) Minus: it upsets users -- I'd say let's not do it after. In the new design, it's pretty obvious comments don't get as much attention as the OP so we can just let them me-too.
• Tracking with cookies or something so that we can ID the OP.
• Split out discussion of the issue and followup questions vs solutions
• Add comments for solutions
• Social networking leverage

Metrics

• OS + version of Firefox
• tags to group threads
• computer experience level?
• ranked forum threads based on "me too" and "this solved my problem" votes

Contributor experience

• Ability to flag threads for other contributors (we should figure out a UI)
• Ability to see "hot" issues (as measured by "me too" votes)
• More exposure for the fact that you can help answer as well as ask questions

Neil Lee's ideas: Support:UX_Ideas_2009

Cheng Wang's ideas for threadview: