Support/Kitsune/Thunderbird-integration: Difference between revisions
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The UX research work did already lay down the foundation for the parts that are browsable in the KB. Once the product based navigation lands we would be able to support more products in our KB. | The UX research work did already lay down the foundation for the parts that are browsable in the KB. Once the product based navigation lands we would be able to support more products in our KB. | ||
An area that needs to accommodate more products still is the search results page. Faceted search would allow users to drill down on a certain product while still allowing us to use one unified source for results. | An area that needs to accommodate more products still is the search results page. Faceted search would allow users to drill down on a certain product while still allowing us to use one unified source for results. | ||
The non-user facing part of | The non-user facing part of supporting more than one product is mainly focused on the various dashboards that tell our contributors what they should be doing next and that tell us how we are doing in general. | ||
In addition the user to user support | In addition the user to user support would need to be extended to hold more than one product without being confusing to users or contributors (including the way people ask questions) | ||
While the above covers the improvements on the SUMO side we'd also need to lay down the rules for migrating articles and media (and possibly user accounts) to SUMO. From our last experience of migration we know that this is a particularly messy subject that needs careful planning. | |||
===Users & use cases=== | ===Users & use cases=== | ||
Revision as of 09:12, 19 April 2012
Purpose
- Reduce the maintenance costs of the two installations of SUMO for Firefox and Thunderbird.
- Reducing user confusion since search from the start page currently only shows Firefox results.
Outcome
- One installation with one database, a unified search.
Open issues/risks
- Very high effort for only one product, probably only makes sense to go this way once we have to support more products.
- How feasible is moving over articles from SUMOMO, including images and templates
Definition
Feature overview
The integration of TB articles into SUMO is a major tasks that requires us to upgrade our software to handle more than just one product.
The UX research work did already lay down the foundation for the parts that are browsable in the KB. Once the product based navigation lands we would be able to support more products in our KB.
An area that needs to accommodate more products still is the search results page. Faceted search would allow users to drill down on a certain product while still allowing us to use one unified source for results.
The non-user facing part of supporting more than one product is mainly focused on the various dashboards that tell our contributors what they should be doing next and that tell us how we are doing in general.
In addition the user to user support would need to be extended to hold more than one product without being confusing to users or contributors (including the way people ask questions)
While the above covers the improvements on the SUMO side we'd also need to lay down the rules for migrating articles and media (and possibly user accounts) to SUMO. From our last experience of migration we know that this is a particularly messy subject that needs careful planning.
Users & use cases
Dependencies
Requirements
- Dashboards that are browsable by product.
- KB dashboard
- L10n dashboard
- KPI dashboard
- Karma dashboard
- KB article discussions overview that works for separate products
- Faceted search to distinguish between products
- Forums that are browsable by product
Non-Goals
Design
Functional Spec
What contributors should do
Things that will need to be figured out
User experience design
Implementation plan
We can do a move in 2 phases:
- 1st phase:
- Move over articles
- offer faceted search
- offer contributor dashboards separated by product
- 2nd phase:
- offer user to user support for more than one product