Tag Archives: goals

SUMO in 2013: Summary

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.

Mobilization

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!

The Swedish term for a portable music player was -- freestyle!

The Swedish term for a portable music player was — freestyle!

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!

Advocacy 

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.

Scale

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.

SUMO staff, summer 2012.

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.

Screen Shot 2013-02-15 at 15.46.20

SUMO superhero and his butler — awesome artwork by Sean Martell.

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!

SUMO in 2013: Firefox Android

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

busstop

Bus Stop No. 75 by mgarbowski. (CC)

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!

SUMO in 2013: Firefox Desktop

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.

SUMO developments over the years

Snapshots of support.mozilla.org over the years.

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:

  1. Understand our users by listening to their feedback. This is what the User Advocacy team is focusing their efforts on.
  2. Delighting our users with better-than-expected support. This is what the Desktop & Cross-Product Support team focuses on, including efforts like a kick-ass education strategy. But it also includes our focus on providing kick-ass help articles and covering more topics and answers.

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!

QuestionsThe 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.

SUMO in 2013: Firefox OS

You’re reading the second part of the SUMO in 2013 blog series, and this time the focus is Firefox OS!

  • Part 1: Delight our users
  • Part 2: Firefox OS — you’re reading this one right now!
  • Part 3: Firefox Desktop
  • Part 4: Firefox Android
  • Part 5: Summary

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

firefox-phone2013 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

Our support forum platform view from a mobile device.

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

UI Tests for Firefox OS (by tuuux)

The beauty of Firefox OS is that the platform used to run native apps on it is the web itself, completely unencumbered. This is huge for developers, because it means all they need to know in order to write apps for Firefox OS are the same skills they use to write websites: html5, javascript, and a bit of css. In fact, many developers already write mobile apps using these technologies on other proprietary mobile OS platforms like Android and iOS to make their apps work cross-platform. So the learning curve for developers to include support for Firefox OS will essentially be zero, because with Firefox OS, the web is the platform.

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…

SUMO in 2013: Delight our users

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.

  • Part 1: Delight our users — you’re reading this one right now!
  • Part 2: Firefox OS
  • Part 3: Firefox Desktop
  • Part 4: Firefox Android
  • Part 5: Summary

To kick this off, let’s start with our overarching mission this year:

Delight our users.

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.

Michael and Michelle helping a Firefox user.

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.