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

1. Create clear and intuitive paths to mobile support.

• Assess click paths in webtrends to understand current paths to mobile support

• Assess google and yahoo search results for keyword searches against KB keyword search results

• Work with Test Pilot team to track number of users who tap the Get Help UI button versus the Firefox:Support bookmark.

• Implement improved paths to SUMO articles from mozilla.com, mozilla.org, FF Mobile UI, Android Marketplace, Twitter, and Facebook info page and discussions page.
  

2. Optimize the entire website experience for small screens.

• Assess all mobile-related web pages for readability on top device; assess css and options for tablets

• Update Mobile FAQ for small screens or relocate
  
• Viewing answers to questions on phone is not optimized.

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

• Assess most needed canned responses for mobile and make more visible
  
• 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:

IndexedDB

Touch Events

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

Copy/paste

L10N

Camera UI

Webapps

• Propose development of the following add-ons content:

User agent changes for desktop view

Clear history/bookmarks

Ad-block

Exit button

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

-remove barriers to contribution

-publish dashboard and blog

-propose user studies

-outreach to local groups

-outreach to globa