Tag Archives: Firefox OS

Firefox OS English User Guide

Today we begin a week-long celebration of our awesome Firefox OS Knowledge Base contributor community. So, I baked some brownies for all of you who contributed to any of the 16 help article sprints I’ve been hosting since last October in preparation for shipping the first Firefox OS devices. The result is a splendid Firefox OS User Guide.

brownies that say Congratulations! SUMO Firfox OS KB

As a salute to finalizing these articles for L10n, I went ahead and left in the typo! :) If only all of my typos were made of cream cheese frosting…

We started this project from nothing in October, just an outline (ok, a very large outline) of the scope of articles we should write. Today we have 50 clear, beautiful, helpful English knowledge base articles that were a collaboration between 24 KB editors and reviewers:

  • satdav
  • feer56
  • rtanglao
  • zombie
  • espressive
  • tjovanovic
  • iNerd
  • ariestiyansyah
  • yalam96
  • pychen
  • hermina_condei
  • willyaranda
  • adampeebleswrites
  • Tonnes
  • Swarnava
  • Scoobidiver
  • rnewman
  • mandel
  • bram
  • Tylerdowner
  • verdi
  • Ibai
  • KadirTopal

Congratulations and thank you to everyone who has made the Firefox OS KB project a success!! This hard work is the content of the Mozilla’s Firefox OS support pages, it is the in-product Help for Firefox OS in the Settings, it is already regarded as an excellent resource by our OEM partners and our carrier partners. Please please take a moment to just absorb that and the impact your contribution will have on Firefox OS users and the Mozilla mission. It is big. You are The Best. Thank you.

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.


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.

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 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 this report is to make Firefox 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 — will be able to look at our reports and quickly determine if there are any major issues to address across our release channels.

The December installment of the report was just the beginning — as we gain experience in creating 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.

MozCamp EU 2012 trip report

Mobilize Mozilla! was the theme for this Mozcamp in Warsaw, Poland September 7-9. So, it was all about mobile, while remembering that Desktop is where we have all the users and where our market share is ever-growing. Warsaw at night

Opening night and Buddy program

We had a nice welcome on Friday night where everyone found their “buddy”. We were all paired with a buddy and we have a mission that we will work on through October.

My buddy is Robert Kaiser of Vienna, he works on stability for desktop Firefox, so we spent lots of time talking about how to get things like crash reporting into Firefox OS. He’s the original SeaMonkey lead and he’s in a ton of conversations everywhere, so I was very glad to get to work with him.


The keynote from Mitchell was great, as usual, and she made strong points about building great products and our values. But, she also said we need to be ready to launch things that are imperfect and that even today Firefox is not the perfect reflection of our values and so we need to plow ahead with our values in mind, but not with perfection as our goal.

Tristan’s keynote talked all about the new spaces in Europe and how well it is going there. And we got to sit with him at dinner Saturday night and he told us more about the amazing Paris office.

Jay Sullivan’s keynote was a combination of product presentation bullet points and demos. He had a Telefonica big-wig demo the Firefox OS phone and talk about their excitement and partner excitement. Wes Johnston demoed the new Firefox for Android and reader mode, touch events, and marketplace.

David Slater, the new Marketing/Engagement leader at Mozilla, gave a keynote that was really funny and great to watch. He is poised on stage and made a lot of good jokes about marketing and graphs and T-shirts. His whole message was that he wants to fund small marketing initiatives all over the world and he wants anyone with an idea, no matter how crazy, to tell Gen Kenai and they will consider funding it if its good.

Mark Surman, was the most inspirational keynote. He talked all about education and the web and putting a “Hack Me” button on everything. He talked about how we live in a digital world and increasingly, it will be important for people to understand the structure of that world to thrive.

Finally, the Community Quilt keynote, where 33 language communities presented their accomplishments and goals and challenges to the audience in succession. This quilt keynote is my favorite presentation at Mozcamp. It always makes me feel that I can do so much more and that I should have bigger goals and that I want to make Mozillians proud and support them fully because they are so passionate and compassionate and driven. Many of the communities around the world said that for 2013 they were preparing to support or localize Firefox OS. So, I feel that I am part of a truly global effort to bring this smartphone to market and I welcome all of you to join us in our mission!

Firefox OS demos & desktop build install fest

There was a program for 20 people to have prototype Firefox OS phones to demo throughout the weekend. So, I demoed my Firefox OS phone along with them. I completed 12 demos during the weekend, which seems like none, but I felt like I was constantly showing it around. People really liked the interaction model and the overall experience. We had a great time sharing thoughts about the device, collecting initial feedback and found that everyone is very enthusiastic about the progress of the future product!

The best part of my demo-fest was talking to people about the infinite possibilities presented by Firefox OS for people to hack on mobile and customize their experience and build apps and be part of the ecosystem. We spent hours talking about how it fits in with everything from civilian participation to bio-gardening. Mozillians are truly awesome, let no one tell you otherwise.

Me and Ibai Garcia led a workshop on installing the desktop build of Firefox OS that was very well-attended. thanks to Roland Tanglao for leading the Windows installs! Alex Kebyl gave a similar talk the previous day and also referred to verdi’s How To article describing setup of the desktop builds of Firefox OS and our workshop. We got at least five people up and running and felt that the rest of the attendees at our workshop would certainly get it running. So, it was a real success for us and Firefox OS. Here is a great picture of me and some awesome workshop attendees: Firefox OS desktop builds workshop

The ultimate goal of running the desktop builds is to document the features of Firefox OS in the following Knowledge base articles for future users of the product and to learn how it works in preparation for answering questions on the forum. The Mozilla Support knowledge base is a wiki that anyone can contribute to, so feel free to join in!

We will start with English articles, then localize to Brazilian Portuguese and Spanish toward the end of the calendar year. We have created Firefox OS discussion forums where we can talk about how we will support future users and you can ask any questions you have about the documentation wiki. We are just getting started, so I welcome your participation.

Vivien, a lead developer on the Firefox OS attended our workshop and I heard lot of talk afterward that they would simplify the steps to make setup of the desktop builds easier and I think I already saw something come across the wires about bundling the profile into the build somehow. So, showing people trying to do it had its own impact. We gave out Firefox Clinic T-shirts and Firefox stickers to everyone and told them it was a contract that required that they help users on SUMO. So, we’ve seen some new contributions come across this week as a result. Thanks to all of you who attended and have contacted me or contributed to SUMO since I met you! You and your spirit of collaboration are what makes Mozilla great!

Firefox for Android feedback presentation

My other workshop was for Firefox for Android non-English feedback. A big group of SUMO contributors were there and I talked about the manual feedback collection we currently do for English Google Play reviews. Wes Johnston of the mobile-dev team attended and said how super-helpful it is to get user feedback summaries in mobile engineering each week and how it changes and often guides their priorities.

I asked that contributors read reviews of Firefox in their native language and consider providing a simple list of the top three problems that show up in their language for the mobile engineering team as a great way to contribute to the project if you are just getting started in your locale. You don’t need to be technically savvy or use any special tools, you just need to read the Google Play reviews and send a list of the top three problems that users comment on to me, mluna, each week on Tuesdays. We will then report it to engineering, so they can prioritize issues that appear in non-English locales. You can also just add it to the mobile engineering weekly meeting roundtable section on wiki.mozilla.org.