Mobile Support Project Page

Make Android Top Tier Platform on SUMO Draft Plan Michelle Luna

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

1. Create clear and intuitive paths to mobile support.

• Update Mobile release notes to take users to the mobile support landing page rather than directly to the forum

• Update Mobile release notes FAQ section could with a mention of http://support.mozilla.com/mobile

• Update Mobile platforms page to fix broken link to support, filed bug #669783

• Update http://www.mozilla.com/en-US/mobile/sync/ to point to support for help instead of FAQ

• Update http://www.mozilla.com/en-US/mobile/getinvolved/ to include SUMO information

• Include Additional Resources section in http://www.mozilla.com/en-US/mobile/faq/ with SUMO links

• 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

• Add SUMO links to Website section of http://www.facebook.com/firefoxformobile?sk=info page

• Add Help icon to about:home page for mobile

• Develop about:support page for mobile, track 563661

2. Optimize the entire website experience for small screens.

• Optimize view of forum questions on mobile devices

• Optimize Knowledge Base articles for mobile, replace all multi-screen shots with animated gifs

• Replace mobile feature videos with annotated animated gifs

3. Expand and optimize the self-service support content.

• Propose Redesign of will-firefox-work-on-my-device page for scalability

• Update screenshots in documentation for FF6 gingerbread and assess doc needs for the following:

o IndexedDB

o Touch Events

• Develop the following documentation for FF7 release and deliver to localization teams:

o Copy/paste

o Language picker

o Camera UI
 ?

o Webapps (future release)

• Propose development of the following add-ons content:

o User agent changes in Phony for desktop view

o Clear history/bookmarks

o Ad-block

o Exit button

o Stop/Pause/Resume downloads

o Site Menu (save to PDF, find in page, forget password, share page, add search engine, clear site preferences)

4. Provide regular reports with support insights to product, engineering and QA teams.

Report summary data for mobile development priorities:

• sync

• home

• bookmarks

• extensions

• general: crashes, performance, flash, device support

• panning/zooming

Report effectiveness of mobile support offerings

• click paths

• solutions posted

• questions answered

• helpful articles

• new questions asked

• most viewed articles versus most asked questions

5. Grow and strengthen our community to include contributors specializing in mobile support.

• establish role in the community by introductions on forum and video blog, weekly blogging, monthly dahsboard updates and daily forum posts

• remove barriers to contribution

• propose informal user studies

• outreach to local groups, and starting new groups

• outreach to global groups