This project is user research for the support team. The idea is to get typical Firefox users who are having problems with the software to come in and get one on one help in person. By doing this we'll have a chance to lean from our users when they are actually in the process of trying to fix something. This is an incredibly useful scenario as it will allow us to see, first hand, what kinds of situations cause problems for people and how well our processes work. From this we hope to be able to:
- File bugs.
- Create a list of people who are willing to be contacted for follow-up about their issue if needed.
- Document user stories.
- Calibrate our view of Firefox users.
- Allow the User Research team to interview participants.
Doing this will allow us to listen to our users and advocate for them in a way that's not possible without meeting with them in person. In addition, not only will this be helpful for the Support team but it would also be valuable for people from the Engineering, QA and Product teams.
Long-term possible outcomes:
- Discover things that can be fixed or improved to make Firefox better.
- By providing an opportunity to observe, interact with and learn from our users, we can improve the visibility and importance of support inside Mozilla.
- Provide fantastic customer support
We need to develop a to-do list and have people be responsible for an area:
Grabe the Cap, Join us if you live beside San Fransisco, See you there