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*Clear and straight-to-the-point language should be the general theme of the whole website.
*Clear and straight-to-the-point language should be the general theme of the whole website.
**We have rainbow dolphins on mozilla.com - the language of the site should compliment it.
**We have rainbow dolphins on mozilla.com - the language of the site should compliment it.
 
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=== KB Articles ===
=== KB Articles ===
*Language of the articles - We have rainbow dolphins on our home page! The articles should match that tone while still be respectful and considerate of the fact that people are having problems with Fx.  
*Language of the articles - We have rainbow dolphins on our home page! The articles should match that tone while still be respectful and considerate of the fact that people are having problems with Fx.  
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*Without narration you can't explain choices in the video (in this case it was clear recent history - there were many items that you could clear that weren't explained)
*Without narration you can't explain choices in the video (in this case it was clear recent history - there were many items that you could clear that weren't explained)
 
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=== Support Forums ===
=== Support Forums ===
*When I go to the support forum it just looks like a search page! I question whether I'm in the right place or not.
*When I go to the support forum it just looks like a search page! I question whether I'm in the right place or not.
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*Answer to a question (with Windows listed as OS) gave windows specific instructions. A tester using a Mac got lost trying to follow the instructions because the menu choices are different.
*Answer to a question (with Windows listed as OS) gave windows specific instructions. A tester using a Mac got lost trying to follow the instructions because the menu choices are different.
 
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=== Live Chat ===
=== Live Chat ===
*Where is live chat? - Way too hard to find.
*Where is live chat? - Way too hard to find.
**It would be great to support options with icons


*Live chat closed - please come back later. No other information is easily visible. The live chat hours are listed in the sidebar. It took a long time to discover them there. Why are they not displayed right there where the we're closed message is?
*Live chat closed - please come back later. No other information is easily visible. The live chat hours are listed in the sidebar. It took a long time to discover them there. Why are they not displayed right there where the we're closed message is?
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**Live chat - click for more options takes you to the same page(?) with the hours? That's incredibly confusing.
**Live chat - click for more options takes you to the same page(?) with the hours? That's incredibly confusing.


*Still need to do this when live chat is open.
*Asking which extensions you use on login? Can they be detected? Do you have to list them all.
*Nice that it tells you where you are in line.
*Link to KB while waiting - will is open in a new window or will it knock you out of the queue? Maybe it should tell you.
*Tester found it to be a good experience (for being a helper) to see the process from the users side.
*"Agent typing" notification is helpful
*I'm curious why they had the tester try a strange video site instead of something like YouTube that most every user with a video problem would be familiar with.
*Smart that you can email yourself a transcript of the chat.
*Sent transcript message could be more obvious.
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== Contributor Experience ==
== Contributor Experience ==
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*It drives me crazy how many times a day I get logged out of SUMO.
*It drives me crazy how many times a day I get logged out of SUMO.
 
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=== KB Contributor ===
=== KB Contributor ===
*Improve the knowledge base link takes you to Contributing to the Knowledge Base.
*Improve the knowledge base link takes you to Contributing to the Knowledge Base.
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*Chris walked me through configuring dynamic content, themes and modules and all I can say is that it made Drupal look like the poster child for ease of use.
*Chris walked me through configuring dynamic content, themes and modules and all I can say is that it made Drupal look like the poster child for ease of use.
 
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=== Forum Contributor ===
=== Forum Contributor ===
*Tester said that she usually goes to unsolved topics or topics with no replies and then searches for topics she can answer, i.e. "video." In our forum there was no way to whittle topics with no replies down to "video." She had to manually scan subject lines.
*Tester said that she usually goes to unsolved topics or topics with no replies and then searches for topics she can answer, i.e. "video." In our forum there was no way to whittle topics with no replies down to "video." She had to manually scan subject lines.
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*Where do you register? Login? Not sure if that is right. Oh that has a link to register. It says you don't have to register but do it anyway.
*Where do you register? Login? Not sure if that is right. Oh that has a link to register. It says you don't have to register but do it anyway.
 
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=== Live Chat Contributor ===
=== Live Chat Contributor ===
*Seems daunting when first looking at it. I'm not at all sure what to expect as a live chat helper.
*Seems daunting when first looking at it. I'm not at all sure what to expect as a live chat helper.
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*Documentation text should be a personal call to help - convey that people love doing live chat. We should record user testimonials at the summit.
*Documentation text should be a personal call to help - convey that people love doing live chat. We should record user testimonials at the summit.


*Doing UX testing later this week
*Even though tester is already signed up for a SUMO account and has seen the how to contribute page she still has a really hard time getting back there. How to contribute is missing from that top right navigation on the SUMO start page but is present in the other navaigation that takes it's place when you move to another page.
 
*The tester was confused about what spark (there were multiple options) to download
**confused about spark being or not being a mozilla thing - asked about chatzilla
**spark dmg didn't have install instructions (drag to applications)
 
*Tester worried about the overall process - doesn't know what to expect but is doing it because we asked.
 
*It's unclear (except for the tab name) to the tester where she is. She questions whether this is a chat room for helper or for people that need help.
**Tester afraid to ask questions.
**Tester has to type in IRC commands without knowing about IRC or that she's in IRC - so they don't make sense to her
 
*When a new helper is invited to a chat they can't see the most important parts of the interface
**zzxc tries to explain things in IRC but tester doesn't have the options that he's describing
 
*Tester added to someone's chat but without the important interface elements and without being able to see the question it seem of limited use.
**Another helper (there are 2 on this chat) told the user to use keyboard commands - didn't help
**other helper gave better but still vague instructions - didn't help
**Then tester gave more specific instructions including where to look for the menu and then the user was able to fix their problem.
**What do you do when the chat is over?
 
*Incoming request notification - bad placement on Mac + no control over placement
*Not clear at all how to control incoming request notifications
*Main Spark window not open wide enough by default to expose all of the interface - it took a long time to discover this.
*For new LC helpters It might really help to have some orientation videos that walk you through common tasks like troubleshooting extensions or picking the right canned response so that they don't have to discover this process on the fly while helping someone.
*Basic troubleshooting video would be good for everyone!
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=== Localization Contributor ===
=== Localization Contributor ===
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*I'll need to work with Kadir on this. I haven't set that up yet.
*I'll need to work with Kadir on this. I haven't set that up yet.
 
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== User Experience Videos ==
== User Experience Videos ==
*Dylan - finding answers to questions and finding more information about Fx features. [http://reports.graymattergravy.com/demo/sumo/dylan.ogv Ogg video 25min]
*Dylan - finding answers to questions and finding more information about Fx features (Ogg video 25min).<br> [[File:Dylan.jpg|link=http://sumo.graymattergravy.com/videos/dylan.ogv]]
*Ryanne - answering a question on the support forum and finding out more information about getting involved as a community member. [http://reports.graymattergravy.com/demo/sumo/ryanne.ogv Ogg video 24min]
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*Ryanne - answering a question on the support forum and finding out more information about getting involved as a community member (Ogg video 24min). [[File:Ryanne.jpg|link=http://sumo.graymattergravy.com/videos/ryanne.ogv]]
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*Ryanne - joining Live Chat as a first time contributor (Ogg video 28min) [[File:Lc1.jpg|link=http://sumo.graymattergravy.com/videos/lc1.ogv]]
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*Ryanne - Live Chat contributor part 2 (Ogg video 16:20)[[File:Lc2.jpg|link=http://sumo.graymattergravy.com/videos/lc2.ogv]]
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*Ryanne - Live Chat User (Ogg video 11:37)[[File:Lc3.jpg|link=http://sumo.graymattergravy.com/videos/lc3.ogv]]
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== Ideas from other places ==
== Ideas from other places ==
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I like this idea from the Chrome support site. I think it's pretty poorly designed but the idea is worth investigating.  
I like this idea from the Chrome support site. I think it's pretty poorly designed but the idea is worth investigating.  


*Here's a video of me walking through it: [http://reports.graymattergravy.com/demo/sumo/helptabs.ogv Ogg video 3min]
*[http://www.google.com/support/chrome/bin/static.py?hl=en&page=guide.cs&guide=23583 Here's the page I'm talking about].
*[http://www.google.com/support/chrome/bin/static.py?hl=en&page=guide.cs&guide=23583 Here's the page I'm talking about].
*This is also similar to an idea on Microsoft's site where additional or advanced information/steps are hidden in a collapsed div.
*Here's a video of me walking through it (Ogg video 3min): [[File:Helptabs.jpg|link=http://sumo.graymattergravy.com/videos/helptabs.ogv]]


[[File:Chrome-tabs.jpg]]
[[File:Chrome-tabs.jpg]]
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=== How-to, overview, or tutorial videos ===
=== How-to, overview, or tutorial videos ===
LOTS of support sites have these, including the sites for Chrome, Safari and Internet Explorer. I'd love to see us have some on SUMO. I'd especially like to offer them at the end of a related KB article. Take the [https://support.mozilla.com/en-US/kb/Bookmarks Bookmarks] article for example. It has a nice screencast at the beginning that gives you a great basic example of bookmarking pages. At the end of the article it gives you LOTS of links to related articles that will show you just about everything you can imagine about bookmarks. Since this article is general information about a Fx feature and not a solution to a specific issue, it would be great is to have a bonus top Fx features/make your life easier video embeded here (and on other articles like this).<br>
LOTS of support sites have these, including the sites for Chrome, Safari and Internet Explorer. I'd love to see us have some on SUMO. I'd especially like to offer them at the end of a related KB article. Take the [https://support.mozilla.com/en-US/kb/Bookmarks Bookmarks] article for example. It has a nice screencast at the beginning that gives you a great basic example of bookmarking pages. At the end of the article it gives you LOTS of links to related articles that will show you just about everything you can imagine about bookmarks. Since this article is general information about a Fx feature and not a solution to a specific issue, it would be great is to have a bonus top Fx features/make your life easier video embeded here (and on other articles like this).<br>
*Apple has a nice Safari video explaining it's top features: [http://reports.graymattergravy.com/demo/sumo/safari.ogv Ogg video 4min]
*Apple has a nice Safari video explaining it's top features (Ogg video 4min)
**This is a nice video but it's REALLY boring.
**This is a nice video but it's REALLY boring.<br> [[File:Safari.jpg|link=http://sumo.graymattergravy.com/videos/safari.ogv]]
*Here's an IE video that was featured on the front page of their support site: [http://reports.graymattergravy.com/demo/sumo/ie.ogv Ogg video 1min]
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**This is just meh in the way that all Microsoft stuff is.
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*Here's a great Firefox video that highlights features but doesn't go into enough detail. [http://videos.mozilla.org/firefox/3.6/meetfirefox/FF3.6_Screencast_FINAL.ogv Ogg video 1:45]
*Here's an IE video that was featured on the front page of their support site (Ogg video 1min)
**I love the style of this video. The kind of video I'm thinking of would have the detail of the safari video but be fun and engaging like this video.
**This is just meh in the way that all Microsoft stuff is.<br> [[File:Ie.jpg|link=http://sumo.graymattergravy.com/videos/ie.ogv]]
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*Here's a great Firefox video that highlights features but doesn't go into enough detail (Ogg video 1:45)
**I love the style of this video. The kind of video I'm thinking of would have the detail of the safari video but be fun and engaging like this video.[[File:Ff.jpg|link=http://videos.mozilla.org/firefox/3.6/meetfirefox/FF3.6_Screencast_FINAL.ogv]]
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Note: [http://howcast.com Howcast] has talked to Cheng and I about wanting to make a couple of videos like this. It would be great if they did but I think we should have some whether they come though or not.
Note: [http://howcast.com Howcast] has talked to Cheng and I about wanting to make a couple of videos like this. It would be great if they did but I think we should have some whether they come though or not.
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=== Quickly narrow down forum posts for answering ===
=== Quickly narrow down forum posts for answering ===
Being able to narrow down the field of posts to look through is especially helpful if you only have a short time to answer questions and/or you have a special area of expertise.
Being able to narrow down the field of posts to look through is especially helpful if you only have a short time to answer questions and/or you have a special area of expertise.
*Here's a video of what I'm talking about: [http://reports.graymattergravy.com/demo/sumo/forum.ogv Ogg video 2min]  
*Here's a video of what I'm talking about (Ogg 2min): [[File:Forum3.jpg|link=http://sumo.graymattergravy.com/videos/forum.ogv]]
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=== Badges, Points, Reputation, Stats ===
=== Badges, Points, Reputation, Stats ===
I'd love to have some automatic way to recognize contributor achievements. It would be nice to try to inject a little bit of fun or whimsy into answering questions.
I'd love to have some automatic way to recognize contributor achievements. It would be nice to try to inject a little bit of fun or whimsy into answering questions.
*Here's a video of how a few sites handle this: [http://reports.graymattergravy.com/demo/sumo/badges-stats.ogv Ogg video 3:30]
*Here's a video of how a few sites handle this (Ogg video 3:30): [[File:Badges-stats.jpg|link=http://sumo.graymattergravy.com/videos/badges-stats.ogv]]  


This idea on a whole other level would be to make SUMO into a game in the way that Jane McGonigal talks about them. Video - [http://input.graymattergravy.com/post/456614213/prostheticknowledge-jane-mcgonigal-gaming-can http://input.graymattergravy.com/post/456614213/prostheticknowledge-jane-mcgonigal-gaming-can]
This idea on a whole other level would be to make SUMO into a game in the way that Jane McGonigal talks about them. Video - [http://input.graymattergravy.com/post/456614213/prostheticknowledge-jane-mcgonigal-gaming-can http://input.graymattergravy.com/post/456614213/prostheticknowledge-jane-mcgonigal-gaming-can]
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=== SUMO Video Converter ===
=== SUMO Video Converter ===
It's one thing to ask people to contribute text but it's another thing altogether to ask for special encoded videos. It would be great to have a super simple, no fail theora (or VP8!) encoder for screencasts. [http://www.mirovideoconverter.com/ Miro makes a desktop app] and [http://firefogg.org/ Firefogg] is an addon - both are open source and basically add a GUI to [http://v2v.cc/~j/ffmpeg2theora/index.html ffmpeg2theora]. We should have a SUMO (app or addon) that optimally encodes things for the KB with drag and drop simplicity.
It's one thing to ask people to contribute text but it's another thing altogether to ask for special encoded videos. It would be great to have a super simple, no fail theora (or VP8!) encoder for screencasts. [http://www.mirovideoconverter.com/ Miro makes a desktop app] and [http://firefogg.org/ Firefogg] is an addon - both are open source and basically add a GUI to [http://v2v.cc/~j/ffmpeg2theora/index.html ffmpeg2theora]. We should have a SUMO (app or addon) that optimally encodes things for the KB with drag and drop simplicity.
 
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=== Screenshots with Flickr-like notes ===
=== Screenshots with Flickr-like notes ===
Instead of having contributors mark up screenshots in an image editing tool, we could build a notes tool right into the article editor.
Instead of having contributors mark up screenshots in an image editing tool, we could build a notes tool right into the article editor.
*Video of me showing Flickr's notes and what we could do differently: [http://reports.graymattergravy.com/demo/sumo/imagenotes.ogv Ogg video 1:30]
*Video of me showing Flickr's notes and what we could do differently (Ogg video 1:30): [[File:Imagenotes.jpg|link=http://sumo.graymattergravy.com/videos/imagenotes.ogv]]
Also having a feature like this would integrate with the [[Michael%27s_Notes#Help_Article_Tabs|Chrome tab idea]]. In that there was a screenshot of an interface that linked to videos.
Also having a feature like this would integrate with the [[Michael%27s_Notes#Help_Article_Tabs|Chrome tab idea]]. In that there was a screenshot of an interface that linked to videos.


[[File:Note.jpg]]
[[File:Note.jpg]]
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=== User focused blog - kick ass with Firefox ===
=== User focused blog - kick ass with Firefox ===
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*[http://www.dria.org/wordpress/archives/2010/02/23/1429/ Why I love Readability, with screenshots]
*[http://www.dria.org/wordpress/archives/2010/02/23/1429/ Why I love Readability, with screenshots]
*[http://www.dria.org/wordpress/archives/2010/01/21/1334/ Firefox 3.6: Spacer trick for prettier Personas]
*[http://www.dria.org/wordpress/archives/2010/01/21/1334/ Firefox 3.6: Spacer trick for prettier Personas]
=== New user mode/extension ===
What if there was an extension or Fx mode that turned on information buttons or extended tool tip like UI elements that linked to relevant support articles?
=== Crash reporter suggests a KB article(s) ===
When Firefox crashes it would be great if the crash reporter could give users a link to relevant (I'm not sure how much info the crash reporter "knows") KB articles – [http://support.mozilla.com/en-US/kb/Firefox+crashes Firefox crashes] at the very least.
=== Different templates for different KB Articles ===
Not all articles have the same type of information to display. We should different templates designed to best display a particular kind of article. For example a general, how to use a feature article could have a different layout from a troubleshooting article with multiple sets of steps.
Michaelverdi
Confirmed users
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