Mobile Support Project Page
This plan describes the scope and schedule of tasks to make Android a top tier platform on SUMO.
Optimize for Small Screens
Optimize Knowledge Base articles for mobile by replacing all multi-screen shots and mobile feature videos with animated gifs. The view of forum questions should be optimized for mobile devices.
| Priority | Issue | Status | Notes |
| 3 | Fix mobile view of mozilla.com/mobile | Fixed | filed 672863 |
| 3 | Fix mobile view of support forums | TBD | |
| 3 | Replace Awesome screen 700px wide screenshot with 250px wide animated gif | 50% complete | https://support.mozilla.com/en-US/gallery/image/7931 |
| 3 | Replace 700px wide install screenshot with 250px wide animated gif | 20% complete |
Expand Self-Service Support Content
The following screenshot shows the existing Mobile knowledge base articles, color coded according to Topics.
These topic areas map to the existing topics for Desktop platforms. This comparison shows that we need to improve the number of articles in the following topics: Troubleshooting, Privacy & Security, and Advanced.
This plan proposes the following new mobile articles (red bullets) to bring the Mobile knowledge base for Android on par with the knowledge base articles for desktop:
| Topic | Article | Status | Notes |
| New to Firefox Mobile | How do I use the Start screen? | 0% complete | |
| New to Firefox Mobile | How do I use Android buttons with Firefox? | 0% complete | |
| Common Questions | How do I view the full version of web sites? | 0% complete | |
| Troubleshooting | How do I download Firefox mobile without access to the Android Market? | 0% complete | |
| Troubleshooting | I can't download Firefox Mobile to my Device. | 0% complete | |
| Privacy and Security | How do I clear the browser cache? | 0% complete | |
| Privacy & Security | Ho do I clear recent history? | 0% complete | |
| Privacy & Security | How does Firefox provide secure mobile browsing? | 0% complete | |
| Privacy and Security | What are app permissions and when should I accept them? | 0% complete | 672391 |
| Privacy & Security | How do I tell Firefox Mobile to forget my password? | 0% complete | |
| Privacy & Security | How do I control pop-ups and ads in Firefox Mobile? | 0% complete | |
| Using Firefox Mobile | How do I set my Preferences? | 0% complete | |
| Customizing Firefox Mobile | How do I use mobile personas? | 0% complete | |
| Advanced | How do I move FF Mobile to an SD card? | 0% complete |
Firefox 6.0 Mobile Documentation
Update documentation and screenshots for the following FF6 features.
- Hardware menu changes and Site ID menu changes.
See the Article Tracking page for status.
Firefox 7.0 Mobile Documentation
Develop the following documentation for FF7 release and deliver to localization teams.
- Text Selection for copy/paste
- Language picker button on first run start page and in preferences
- Quit option in identity menu/hardware menu
- Session history
See the Article Tracking page for status.
Paths to Mobile Support
Creating clear and intuitive paths to mobile support is an important part of making Android a top tier 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. A redesign of http://support.mozilla.com/kb/will-firefox-work-on-my-device page should also be considered for scalability.
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.
In-product Pages
The about:home page for mobile should be updated to include an icon for Help and track 563661 about:support page development for mobile.
Android Market
- 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
| Site | Issue | Status | Notes |
| Mozilla.com | http://www.mozilla.com/mobile/platforms includes broken link to support | NEW | 669783 |
| Mozilla.com | FF Mobile Release Notes link to forums page instead of mobile support page | ||
| Mozilla.com | FAQ section of Release Notes should link to mobile support articles landing page | ||
| Mozilla.com | Mobile FAQ should link to mobile support articles landing page in Additional Resources | ||
| Mozilla.com | Get Involved should include information about SUMO | ||
| Facebook.com | Info page for Mobile Firefox on Facebook should point to support | fixed | |
| In-product | about:home changes to the Get Help button | 669166 | |
| In-product | about:support | 563661 | |
| Android Market | Description | add support information to description | 672950 |
Grow and Strengthen Community of Experts
This plan proposes community development efforts beginning in 2011Q3 which will create a foundation for supporting the emerging mobile community over time and encouraging long-term stability.
- Outreach to local groups, and start new groups
- Establish role in the community by introductions on forum and video blog, weekly blogging, monthly dashboard updates and daily forum/discussion posts http://blog.mozilla.com/sumo
- Remove barriers to contribution
- Outreach to global groups
| Site | Issue | Status | Notes |
| Local outreach | Need to develop community in Bay area | 5% complete, one meeting held, planning second at SF location | San Francisco Firefox Mobile User Group |
| blog.mozilla.com/sumo | Video introduction | 50% complete | |
| blog.mozilla.com/sumo | Blog first month on SUMO Mobile | 5% complete | personas, QA tools, project planning, article updates |
| support.mozilla.com | Setup Mobile FF Group Dashboard | 0% complete |
Provide Regular Reports
This plan includes reporting summary data of support insights to drive mobile development priorities with product, engineering and QA teams on a weekly basis.
- 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
Out of Scope
This plan precludes any work on Live Chat for Mobile.
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
Version 5.0, July 25th add schedule and scope