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.
- Mozilla.com 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
- 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.
[what is the number of users that go to the mobile home page and then also ask a question] [ask Kadir about volume of questions in other languages/forums]
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 (future release)
- 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