I’m going to blindly assume this is the work of the amazing Sean Martell, but regardless of who made it, I love it!
If we turn this or a derivative of it into the official Firefox OS logo, it sure has my stamp of approval!
Ten years ago the web was broken, but Mozilla fixed it with Firefox. Today, the mobile web is just as broken — and Mozilla will fix it again with Firefox OS. Read on to learn how.
Monopolies are bad for customers
Not everyone has been around long enough to remember it, but the web used to be dominated by a single company that dictated most of its terms. Ten years ago, most dynamic websites were built using ActiveX, a technology developed by Microsoft that only worked in Internet Explorer on Windows due to its close ties with the underlying APIs of the operating system. For customers, this meant that in order to use the (then) modern web, you had to use Internet Explorer 6 — and you had to use Windows. Over time, other technologies like Flash and Shockwave eventually replaced the role of ActiveX, and this opened up interoperability across platforms a little bit since those technologies worked on Mac OS as well, but minority OSes like Linux were still in the dark with either non-existent or obsolete versions of these proprietary technologies.
At Mozilla, we saw these problems and understood the importance of cross-platform interoperability and standards on the web. Standards are good for customers, developers, and the whole industry because they promote freedom, choice, and innovation. In Mozilla’s eyes, having one for-profit company continuing to dictate the terms of the web would lead to a very dark future. So we created Firefox.
Mozilla fixed the desktop web with Firefox
Few people believed back in 2003 that an open source web browser built by a tiny non-profit would stand a chance to beat a giant like Microsoft at its own game. The odds were certainly against us — Microsoft’s combined market share exceeded 95% the year before Firefox 1.0 shipped. But we all know the history that followed: Firefox quickly disrupted the monopoly and introduced a kick-ass web browser that focused on users’ needs by creating a truly delightful browsing experience — and more importantly, one that actually followed web standards. This had enormous effects on the web: suddenly developers started to innovate again and created new experiences that no one had seen before (pre-Firefox, innovation on the web was basically limited to figuring out new ways to annoy users with pop-ups and scrolling marquees).
As a result of our success with Firefox, Microsoft woke up from its self-declared hibernation of IE6 and decided to pick up the development of their browser again to catch up on some of the new web standards that developers were now using extensively thanks to Firefox. This pushed the innovation forward even faster because the lowest common denominator on the web (IE) slowly became a browser largely following the latest web standards. It also made it possible for other players to enter the web browsing market. And this is what makes the web as cross-platform compatible as it is today. It’s still not perfect, but the difference since 2003 is dramatic.
Let’s be clear about this: the reason why you can buy just about any desktop computer or mobile device today and expect websites to work without hick-ups is because Mozilla created Firefox! We take this interoperable web mostly for granted today, but it’s important to remember that just ten years ago, this was a utopia.
Web sites → Apps
Fast forward to today and the landscape and definition of the web has changed. The web is turning mobile and people increasingly use phones, tablets and other mobile devices to get online. But it’s not just the usage of the web that has changed — the web itself is different too. The most notable change is that the majority of the time spent online using mobile devices is happening in native web apps developed specifically for the platform of that particular handset — not on actual web sites viewed through a traditional web browser. For example, instead of going directly to http://www.twitter.com, people download the Twitter app for their phone. In other words, native apps are increasingly becoming the lens through which the web is viewed these days. Why is this? The short answer is historical reasons.
The slightly longer answer: Native apps were faster and more capable than web technologies when smart phones started to become mainstream a few years ago. The web itself didn’t have capabilities like offline storage or technologies optimized to create snappy and app-like user interfaces. Web standards also lacked direct hooks to crucial hardware like the camera and other important parts of the device. (It’s relevant to point out that today’s web technologies do have all of these app-like capabilities; more on that later.)
Duopolies are just as bad
If you consider the issues ten years ago with web sites that only worked on certain platforms, you begin to see the connection with today’s mobile web apps that only work on certain mobile platforms. Today’s situation isn’t any better than the monopoly we were facing on the desktop before Firefox came along.
For customers, these isolated vertical silos mean limited choice and freedom, because you can’t easily switch from one platform to the other without a lot of headache and changed workflows. For example, if you’re used to the iPhone and have purchased a bunch of apps for it, you will basically have to start from scratch if you decide to switch to an Android-powered phone. There might be some overlap, but there will no doubt be a handful of apps that you simply won’t be able to use anymore. And you’ll most likely have to pay for many apps again. This sucks. It’s a bit like not being able to access certain websites just because you switched to a different operating system. Déjà vu anyone?
For developers, the situation is a nightmare, since you have to almost double the development resources to reach most of your customers. And with Tizen and Windows Phone and other mobile OSes lined up and eager to get their own share of this old vertical silo landscape, it’s easy to see how this way of doing business on the mobile web isn’t financially viable for anyone but the largest app development houses. Who wants to develop an app five times?
And customers will of course continue to suffer just as much in this scattered model (“when is Spotify coming to Windows Phone?” and “Why doesn’t Instagram have the same art filters on Android and iOS?”).
Mozilla will fix the mobile web with Firefox OS
Enter Firefox OS. The whole idea with Firefox OS is to make the web itself the platform not just for traditional web sites, but for apps as well. Apps are the new lens through which the web is mostly used on mobile devices today — and the new, modern html5-based web is more than ready to power it.
Crucially, Mozilla isn’t trying to create its own new silo — the goal is to demonstrate that the web itself is capable of powering apps on all platforms, and to bring web platform interoperability to the mobile apps world. This will disrupt the whole industry for the benefit of both customers and developers, and it will bring the same benefits to the mobile web that Firefox brought to the desktop web: freedom, choice, and innovation. Case in point: today you can choose between many modern browsers on the desktop: Firefox, Chrome, Safari, and IE — and you don’t have to worry about whether your favorite web sites will work or not. Firefox made that possible. And that’s exactly the future we are building for the mobile web with Firefox OS!
What does this mean for developers? Imagine writing an app once and immediately having it running on all major and minor mobile platforms. If you write your app using web standards like html5, that’s a possibility. The cost savings will be enormous.
What does it mean for customers? Imagine a world where you truly own the apps you’ve purchased and where you have the freedom to choose any mobile platform and even switch between them over time — and take all your apps with you wherever you go. You might start with an Android device in 2012, then switch to a Firefox OS device in 2013, and perhaps you want to try iPhone 7 in 2015 (only to dump it in favor of Firefox OS again in 2016). Regardless of your choice, your apps will follow along with you and work just as well on all of these devices. Sounds like utopia? Déjà vu anyone?
This is why I’m so excited about what Mozilla is doing right now to disrupt the web and open it up once more. We did the impossible ten years ago, and we’re ready to do it again.
And the best part of it all is that if Mozilla wins, everybody wins!
This is the final part of the SUMO in 2013 blog post series — let’s wrap up:
If you read all previous posts, you probably noticed a few overarching themes throughout the series: Mobilization, Advocacy, and Scale.
With mobilization, I mean it in a non-traditional sense of the word: the web is becoming increasingly mobile, and this shift changes our efforts to support our users. We need to become mobile — we need to mobilize!
I’m extremely excited about our plans to create a mobile support experience that no one has built before. Mozilla Support is already insanely cool to use from your mobile phone, but just imagine how awesome it will be once we hook it into your phone’s notification system and utilize some of the new web APIs we’ve worked on as part of making the web itself the app platform for Firefox OS (and, long-term, for apps across all major mobile platforms). With the direction the web itself is taking through efforts like Firefox OS, the opportunities to create awesome experiences are only limited by your imagination.
The closest comparison to what is happening with the web today that I can think of is the introduction of the Sony Walkman in 1979, which revolutionized the way people listened to music. SUMO is heading in the same direction and this will bring lots of new opportunities to help fellow Firefox users no matter where you are — and the karma this will give you will feel more rewarding than listening to your favorite mixtape!
Over the years, we’ve gotten better and better at distilling user feedback from our support channels and reporting it to engineering and QA so they can prioritize their work on fixing the most annoying bugs our users complain about. Cheng played a huge role in kickstarting our efforts already back in 2008, and today we have a dedicated team responsible for this work. In 2013, we’ll institutionalize User Advocacy and partner even more closely with Product Management, UX, Engineering and QA to deliver on Mozilla’s brand promise: Firefox answers to no one but you.
We’ve already built in hooks to Input in Firefox OS so we can ensure high quality user sentiment and feedback reporting for the first handsets once we launch. Of course, our user advocacy efforts will go beyond our internal feedback tools — we’ll also be monitoring press, blogs, forums and social media throughout the product launch to make sure we aren’t missing anything. Our goal here is the same with Firefox OS as it’s been for desktop and Android Firefox: to proactively support our users by making our products better.
This is the glue that will tie it all together — at the end of 2013, our hope is that we’ll be able to look back at a year with significant community growth and where contributions went from just something you could do in front of your computer to something you could do anywhere you are as long as you have your phone with you.
We have awesome people in the SUMO community already — people like Alice, feer56, Scoobi, cor-el, Satdav, madperson, iamjayakumars, jscher2000, Tobbi, underpass, Swarnawa, smo, Nukeador, michro, and many many more (this is really just a sample of our incredibly passionate community!). At the end of 2013, I hope that these people will have taken even more ownership in their various areas of our support efforts — and I hope I’ll be able to list even crazier and impossible to pronounce forum nicknames for new people who joined our community this year!
As part of our quest to grow our community, we need to challenge our assumptions and traditions and be open to completely new processes and community governance models to scale our work to Mozilla’s growing product line. I’m envisioning a community where hundreds of people around the world help with everything from writing support articles that are read by tens of thousands of users, to helping users directly where our users are — the forum, social media, and in person. While I’m incredibly proud of the community we’ve been able to build so far around SUMO, I know we can do more.
Thanks for reading thus far. If you haven’t already, please join our community and help us shape the future of the mobile web, get more involved with Mozilla, and help our users! It’s dead simple, fun, and can take as little as a few minutes to make an impact to thousands of people around the world.
Congrats, you made it to the end of the blog series about our Mozilla Support goals in 2013!
This is part 4 of SUMO in 2013, and the focus today is Firefox on Android!
Our goals for Firefox for Android support can be summarized in three words: Community, Mobilization, and Community! :)
Enable fully community-driven self-service support for Firefox for Android
The scope of SUMO has grown significantly in the last year. We went from supporting just one product (Firefox on the desktop) to multiple products, and this suddenly made the SUMO community feel small — despite being several hundred people strong!
In 2013, we will focus even harder on scale in order to keep up with all the support documentation needed for all of our products. With Firefox for Android, we want to enable a model where the ownership of the knowledge base is with the wider community. In practical terms, this means that the responsibility of keeping articles up to date and writing new ones would be shared by a wider group of people in our community.
Android is the most widely used mobile operating system today, and Firefox on this OS has made incredible improvements in the last year and is now easily the best web browser in the ecosystem. A big part of this has been our tireless work on helping our users on SUMO while listening carefully to what they’re telling us about their experience in places like our forum and in Google Play reviews.
Contributing to SUMO is a great way to get involved in this effort and help shape the future of Firefox on Android. Here are some ways you can dig in right now:
Develop mobile support web app with built-in social support
Imagine someone standing at a bus stop waiting for the bus to arrive in the morning. While she’s standing there, she pulls up her phone and launches the SUMO app where she finds a user who has a problem with Firefox for Android. She quickly pulls down a canned response, customizes the answer a bit and hits Send. Right there, as she was waiting for the bus, she was able to help a fellow Firefox user solve their problem. A few minutes later, karma kicks in: she gets a notification in her phone that the user found her answer helpful…. and the bus suddenly arrives!
In 2013 we want to enable mobile contributions like this — and this will of course also be useful to help users of all of our other products, including Firefox OS! We’re already well on our way with our work last year on mobilizing the SUMO website, but there are some more steps to take to “appify” it too — things like hooking into the mobile notification system.
This summarizes the key goals we are working on this year around Firefox for Android. Stay tuned for the final part of this blog series.
If you’re interested in getting involved and learning more about what we’re working on to make the web better, please join our discussions in our SUMO contributor discussions forum. Oh, and don’t forget that today is SUMO day. Help us answer questions in the support forum and join us in irc.mozilla.org channel #sumo!
You’re reading part 3 of SUMO in 2013, and this time the focus is Firefox on the desktop!
Increase retention and user loyalty
Over the years, we’ve built something pretty amazing with the desktop Firefox support on SUMO, so this year it’s all about optimizing and oiling that engine to go from great to awesome. Overall, the goal in 2013 is to decrease issue-driven churn.
Some of this has already been covered in the first part of this blog series — the stuff that applies to all of our products — but it’s worth repeating some of it here since desktop Firefox represents the vast majority of our traffic on support.mozilla.org today. There are two main components to this that will contribute to increased retention and user loyalty that we are responsible for:
Achieve 100% resolution rate in English support forum
To be clear, 100% resolution rate here means that no posts in the forum should be left unresolved. In other words, any user posting a question should get an answer to their question, and if that answer doesn’t solve their problem, we won’t give up until that problem is solved. However, it doesn’t necessarily mean that all resolutions will please the user — for example, if a user posts a question like “Why is there no official version of Firefox for Playstation 3?” we will simply do our best to explain why and resolve the thread that way. While the user may disagree with our answer, we would consider that thread resolved. So we won’t exactly achieve magic here — but we’ll get pretty close. ;)
Let’s be clear about one thing: this is a very ambitious goal. It will take a huge effort from everyone involved: our insane community of volunteers, our awesome WebDev team to prepare the platform for things like being able to mark threads as “unsolvable” (similar to the INVALID resolution in Bugzilla) and streamline the interface, and of course the SUMO team itself. There will no doubt be some threads that will be left behind or forgotten in the day-to-day answering of questions in our community. Because of this, we will need to have people ready to “fill in the gaps” as they appear, and to ensure that all threads that already have an answer actually lead to a resolution. Do you think we can do it? Would you like to help us while learning more about our products and development processes? Come join us in the forum!
Provide first response to all forum questions within 24 hours
Another forum-related goal this year is to ensure that everyone gets a first response within 24 hours of posting a question in the forum. This is part of our commitment to delight users with our support, and in reality we’ll aim to do even better than 24 hours — but this is already an ambitious goal as it is!
The good thing is that already making great progress in our ability to provide timely responses. In fact, we’re already responding to close to 80% of all of our questions within 24 hours. But the road to 100% will be both challenging and fun at the same time!
That’s it for desktop Firefox this year. Piece of cake, right? ;) In the next part, I’ll walk you through our goals for Firefox for Android.
You’re reading the second part of the SUMO in 2013 blog series, and this time the focus is Firefox OS!
So what exactly is Firefox OS? From mozilla.org:
Firefox OS will produce an implementation of new Web standards to free mobile platforms from the encumbrances of the rules and restrictions of existing proprietary platforms.
We’re collaborating with OEMs and carriers directly, giving them more influence to meet the specific needs of their users and market. Users and developers aren’t locked in to one platform, so they can access their info and use apps across multiple devices.
Developers will no longer need to learn and develop against platform-specific native APIs. […] Consumers who use devices powered by Firefox OS won’t be locked into one specific platform giving them more choice, flexibility and freedom. With Firefox OS, the Web is the platform.
Create best-in-class mobile support experience for Firefox OS v1 launch
2013 is going to be an incredible year for Mozilla since it will be the year when Firefox OS and the open mobile web get into the hands of users around the world. At SUMO, we’re working hard to prepare for this and to ensure we’re ready to support users if they run into any problems.
However, some things will be a little different for us compared to how we’re supporting Firefox users. These Firefox OS phones will be sold in brick and mortar stores, and the user will have actually paid with real money for it. This raises the bar of the kind of support they expect for their device, and we need to be prepared for that.
Partner with carriers & OEMs
Luckily, we’re not the only ones who care deeply about Firefox OS users — since the phones will be sold in stores, we will rely on our partners for the first line of defense in supporting Firefox OS. This is a great start, but we still need to make sure that those who do come to our site get the best possible answers to their questions.
We also want to make sure that our partners have the best possible support material for our product so they can delight their customers just as much as we will. This means we’ll be working on delivering high-quality support documentation and training material as part of writing our knowledge base articles for users. In fact, we’ve already started and would love to see you join the efforts! Contributing to SUMO is a great way to influence the future of Firefox OS and to be a part of this brand new mobile phone experience.
Build localized support forums and communities and supply them with needed tools
For local communities who don’t already have a support forum and are ready to support Firefox OS users, we will be building the foundations to support localized forums on support.mozilla.org itself. This is actually something we’ve wanted to offer for a long time, so it’s very exciting that it will finally become a reality for the local communities who need it! Note that this foundation will also work for all of our other products like Firefox, but we’re building this primarily to support the Firefox OS v1 launch.
Another thing we did last year in preparation for the Firefox OS launch was to redesign the forum interface to look awesome on small screens. You can check this out today by navigating to support.mozilla.org/questions from your mobile phone.
Ensure excellent first impression by answering all user questions during our initial launch
You only have one chance to give a first impression, and we want ours to be an excellent one. We’ll be making sure that everyone gets an answer to their questions on SUMO, regardless of whether they found our site directly when searching online, or if they were sent our way by our partners.
We’re collaborating with our local communities such as Mozilla Hispano to ensure that we’re all ready for this big launch. Mozilla Hispano have done an amazing job already with preparing their community and website, and they’re just as excited about the launch as we are.
Expand our support offerings to include third-party Apps developers
That doesn’t mean that no developer will ever need support, so we will be joining forces with the Developer Engagement team and implement a solution for those needs. This includes both administrative and purely development-related support.
That was an overview of what we’re working on this year around Firefox OS support. It’s all very exciting! In the next part of the series, I’ll present our goals for Firefox on the desktop. Stay tuned for more…
In case you’re still hiding in that safety bunker and missed all the fireworks, it’s actually 2013 now and we all survived (well, most of us; that you’re reading this is a good sign that you’re likely still around). This is big news for Mozilla, because 2013 is the year of Firefox OS on the mobile! It’s also big news for SUMO, because we’re going to provide kick-ass support for this phone OS in ways the world has never seen before — while continuing to excel with Firefox desktop and Android, as well as exploring new opportunities with Apps & Marketplace.
This post marks the beginning of a mini-series outlining and explaining our SUMO high-level goals in 2013. I’ll start at the highest level and then I’ll drill down into the specifics for each product we’re supporting (or will begin to support this year) on support.mozilla.org.
To kick this off, let’s start with our overarching mission this year:
Delighting users means going above and beyond and delivering product support that is better than they expected. It means making sure everyone visiting our support will get an answer to their question. But it also means that they take something with them from the experience of getting helped that they didn’t expect — something that delights them. For example, learning about a neat trick with the product that enhances their experience with the product, or just being pleasantly surprised with the speed and accuracy of the answer, or maybe that our support community was the best and most friendly community they’ve ever experienced.
Let’s look at our 2013 goals that apply to all of our known products: Firefox desktop, Firefox for Android, Firefox OS, and Apps & Marketplace.
Implement a cross-team proactive user education strategy
This will be a big part of our “delight our users” promise, because we’ll use this proactive type of support before the user even thought they needed help about something. You can do this in many different ways, for example when you’re on the support site and you’re trying to solve a problem, we can take the opportunity to teach about something else too. Or when you’re launching Firefox for the first time, we could feature an interactive walk-through of the components of the UI. Or if you like our Mozilla Firefox page on Facebook, we could seed it with useful tips to make the most out of your product experience.
Because of the many ways of educating users, this goal will be a coordinated approach lead by SUMO but involving aspects of marketing, engagement, support, and the product itself (UX, etc). The sky is the limit on this one, and that’s what’s making it so exciting! Michael shares some more thoughts on user education on his blog.
Ensure that users with problems know that SUMO exists
What good is our support if people don’t know how to find us, let alone that we exist? A survey that we conducted some time ago revealed that we still need to do more to ensure maximum visibility of our support offerings for those who need it. Our goal is that anyone that has a problem with our products should know where to go to get help.
Drive quality improvements to our products through powerful user advocacy
Part of what makes SUMO great is that we listen carefully to what our users are saying to us in our various channels. This leads to better support, since we continuously fine-tune our content to match user demand — but it also leads to better products, since we share our findings with the rest of the organization. We call this User Advocacy, and in 2013 we’ll ramp this up significantly to ensure that our products are meeting our users’ expectations since that will also reduce the need for support — a win-win-win situation (users, SUMO, Mozilla).
To learn more about how the SUMO group is organized, including the formation of the User Advocacy team, read the SUMO Staff Organization Changes blog post from last month.
Establish Firefox User Sentiment Report as a primary release-to-release product quality measurement for Desktop, Android, and Firefox OS
In December we piloted the first Firefox User Sentiment Report (or FUSR for short) for desktop Firefox, which is a real-time snapshot of our user’s joy and pain as reported from our user feedback channels. We got great feedback about it already, including of course rooms for improvements. Ultimately the goal of these reports is to make the products better by ensuring that our distilled user feedback is accessible, understandable, and above all actionable. Our vision is that teams like Engineering, Product, and UX — the awesome people that make our products — could look at our reports and quickly determine if there are any major issues to look for across our release channels.
The December installment of the report was just the beginning — as we generate more of these reports, we hope to include forecasting based on previous releases to ultimately give us the ability to predict the quality of a new version of Firefox before it leaves the Beta phase. And as we fine-tune the accuracy and visualization, we’ll make sure reports deliver on our promise of being actionable.
Push Recoverability features and user-demanded fixes into product roadmaps
In 2013, we’ll continue what we started last year with highlighting user-demanded fixes and getting them into our product roadmaps. We’ll also expand these efforts to all of our products, including of course Firefox OS, where the need for high quality user advocacy will be huge.
Make SUMO the primary entry-level community for Mozillians
This is an area where we have a lot going for us already, but we can do even better, and in 2013 we will. By the end of this year, we will have made significant strides in this area, and we will have grown our community as a result!
The first contribution on SUMO should be a success, and it should be a fun and straightforward experience. There are lots of ways we can make this possible: better online tools on support.mozilla.org, better documentation, mentors and experts in our community who can help, etc.
And once you’ve joined our community, we want you to get more and more involved and engaged in our mission to delight our users. In many ways, being part of the SUMO community is a way to get closer to the products and the teams working on improving them. We love this part of SUMO and view it as a place to grow. This means that some will move on to contributing in other projects after a while, like QA, WebQA and web development — and that’s a great thing! Others (like myself) continue to contribute directly to SUMO, which is awesome.
That was a summary of the high-level SUMO goals in 2013 that apply to all of our products. In the next part, I’ll walk you through the goals we’ve outlined specifically for Firefox OS.