Advocacy

User Advocacy Mission

The User Advocacy Team represents the best interests of our users. It is the ultimate goal of User Advocacy to ensure that we as an organization do not fail our users. As a team, User Advocacy strives to be the conduit for the true voice of the user to ensure that they are represented at all levels of the organization. User Advocacy distills information gained through user feedback. User Advocacy will translate, articulate, and quantify these insights and disseminate them appropriately throughout the organization.

User Advocacy distills information gained through feedback from our users. User Advocacy strives to turn New into Known. Other groups such as User Support and our Product partners are able to take action based on these insights.

Responsibilities

* UA works proactively to ensure that our users have amazing products that work by monitoring pre-release versions of the project
* UA works reactively to identify issues quickly and to prevent us from failing our users
* UA looks at the larger product picture to identify key areas of improvement

Contact Information

Desktop Lead/Manager - Matt Grimes
Email: mgrimes@mozilla.com
IRC: Matt_G

FF OS Lead and Special Projects - Cheng Wang
Email: cww@mozilla.com
IRC: Cww

Mobile Lead - Tyler Downer
Email: tdowner@mozilla.com
IRC: Tyler

Success Metrics

The User Advocacy team uses the following KPI's to determine our success throughout the year and from release to release:

• Reduce COS - The Cost of Support is the number visits to the SUMO site divided by ADI's. We strive to bring this number down by catching issues prior to launch by using powerful advocacy to argue for in-product changes that make the lives of our users easier.
• Reduce Number of "preventable" Chemspills - Each Chemspill costs the organization time and resources. It is also disruptive to our users. We strive to decrease the number of Chemspills caused by user facing issues that manifested PRIOR to release.
• Increase Positive User Sentiment - By catching bugs and arguing for in-product fixes, we strive to increase our overall user satisfaction as measured through our Release Channel Snippet Surveys.
• Increase Visibility and Perceived Importance of UA in the Organization - By providing powerful user insights and tenacious dedication to our users, the UA team should become more important to the organization overall. This will be measured through quarterly surveys sent to key stakeholders.
• Increase Public Perceptions of Mozilla's Stance of User Feedback - We will be measuring how much users see Mozilla as an organization that "cares" about the feedback of their users through a series of surveys. By listening to our users and through powerful advocacy, we should be able to increase the public perception so that our users see how much we actually listen.