Support/Kitsune/KB/context scenarios/Ellen

Ellen: Start Page

• Ellen is having a problem with saving passwords so she goes to the help menu and selects Firefox help which takes her to the SUMO start page.
• As she scans the start page her first impressions are:
  • It's friendly.
  • There are two basic things to do - search for an article or browse around for an article.
  • Lots of good information - things that look interesting that she didn't come here to find.
  • It's localized in her language.
• As she continues to look around she notices:
  • A notice about settings that has tucked itself out of the way
  • News about current internet/browser issues
  • Something about community
• Ellen decides to search for her issue and since the search box is active field she just starts typing her question into the search box and hits return.

Ellen: Firefox crashes

1. Ellen is surfing the web, clicks on a link and Firefox crashes.
2. She curses Firefox and after restarting, she types "firefox crashes" into Google and a SUMO help article comes up as the first result.
3. Because Ellen has her language set to French, SUMO automatically directs her to the French localized version of the article.
4. The article explains that the yahoo toolbar extension is very likely to have caused her last crash and provides step-by-step instructions on how to disable that, specific for her OS and Firefox version.
5. The step-by-step instructions are presented as a series of screenshots with the applicable text instruction below. There is navigation included that allows Ellen to move back and forward though the steps, let's her know where she is in the process and allows her to skip directly to any step.
6. As Ellen follows the instructions she sees that when she mouses over highlighted sections of the screenshots she is shown notes with extra information about the interface, functions and features.
7. Now that her problem is solved, Ellen clicks a button to twitter how much this article has helped her.

Ellen: Firefox crashes v2

1. Ellen is surfing the web, clicks on a link and Firefox crashes.
2. She curses Firefox and restarts it.
3. As Firefox restarts it detects her crash signature and Ellen gets the "this is embarrassing" page with a link to a SUMO article that explains how to solve her crash problem. (See also - PostCrash)
4. Ellen follows the link to the article that explains that the yahoo toolbar extension is very likely to have caused her last crash. It provides step-by-step instructions on how to disable that, specific for her OS and Firefox version.
5. The step-by-step instructions are presented as a series of videos with the applicable text instruction below. There is navigation included that allows Ellen to move back and forward though the steps, let's her know where she is in the process and allows her to skip directly to any step. Since she is using Firefox, the video plays in WebM using the built-in player (as a fallback the WebM video will play in the Flash player).
6. Since these instructions are pretty long, Ellen decides to print them out. When she does she's pleasantly surprised to find that it's well formatted with unnecessary images removed.
7. Now that her problem is solved, Ellen clicks a button to twitter how much this article has helped her.

Ellen: Search - Overview Article

1. Ellen discovers iGoogle and wants to customize it but the the page tells her that she needs has to have cookies enabled in order for that to work.
2. Ellen has no idea what that means so she clicks on the help menu and selects Firefox help - SUMO opens.
3. She types "what are cookies" into the search box.
4. The search results are divided into two clearly labeled sections - Help Articles and Forum Posts. The Help articles section takes up most of the room on the page (given enough results). Both the articles section and the forum sections have pages and can load the next results without reloading the page. Article results are identified by type and forum results are identified by status.
5. The top result is the "Cookies" article. The search results also show lots of cookies related articles but she just clicks on the top result.
6. Since this is an overview article it has a large embeded screencast at the beginning. When Ellen clicks play, the video expands to full size. Since she is using Firefox, the video plays in WebM using the built-in player (as a fallback the WebM video will play in the Flash player). This video hasn't been localized but French subtitles are provided.
7. This article is just a general overview of cookies and doesn't solve Ellen's problem specifically but it prominently shows her links to related articles. One of those is the Enabling and disabling cookies article. She clicks though to that. Note that the article itself also provides links to all the various cookie related articles.
8. Ellen follows the instructions in the enabling and disabling cookies article.
9. Ellen then goes back to iGoogle and sees that the page now works correctly.

Ellen: Related Article

1. Ellen shops for a present on Amazon.com
2. Later when going back to amazon for something else she notices that pages with her gift show up in the dropdown menu below the location bar.
3. Ellen clicks on the Help menu and opens SUMO.
4. She does a search for "remove sites from drop down"
5. The search results are divided into two clearly labeled sections - Help Articles and Forum Posts.
6. Ellen clicks on the first result, Clearing Location bar history.
7. Ellen follow the steps in the article and removes the amazon pages from the Awesome bar autocomplete menu.
8. Ellen then notices the featured related article and video about the Awesome Bar.
9. She clicks play on the video and it expands and plays on the current page.
10. When the video is over, Ellen clicks though to the Awesome bar article and learns even more about this feature.

Ellen: Categories

1. In one of her previous trips to SUMO, Ellen noticed that there are categories of articles on the home page. She noticed this because one of them is "Customizing Firefox" which is something she is interested in.
2. Ellen returns to the SUMO home page and looks over the listing of categories.
3. The Customizing Firefox section has some text that says she'll find info about changing the look of Fx and adding cool features so she clicks through to the Customizing Firefox category page.
4. On the Customizing Firefox category page she sees a few articles displayed prominently, a video tutorial and complete listing of the other articles available.
5. She selects Using themes with Firefox and is delighted when she can instantly preview some Personas in that section of the article.
6. Ellen decides to keep one of the demoed Personas and then clicks though to the Persona gallery.
7. Two hours later, Ellen realizes that she's let half of her Saturday afternoon go by looking at Personas.

Ellen: Mobile

1. Ellen has a new smart phone and wants to know if she can run Firefox on it.
2. In her mobile browser she goes to Google and searches for how to install Firefox on her model phone.
3. She follows the link in the Google search results to an article on SUMO that fits nicely in her mobile browser (exp?).

Ellen: IE

1. When Ellen starts up her computer the firewall asks to be updated. Ellen agrees and then starts her instant messenger to chat with her friend. Later she starts the media player and cleans up her room.
2. An hour later she gets back to the computer to check her email. She starts Firefox, but all she can see is the error message that Firefox can't connect to the internet.
3. After checking all the wires and her internet box she looks into the Firefox help menu. But the help is not available offline, so she gets another error message.
4. Eventually she decides to try Internet Explorer, which connects just fine, but since all her bookmarks are in Firefox she decides to search for help with it.
5. She types "Firefox can't connect to the internet" into Google and the first hit is a link to SUMO that explains the Firewall issue.
6. Ellen tries it out and it works, she closes IE and moves on with Firefox.

Ellen: Troubleshooting problem not solved

1. Ellen follows the steps in the Troubleshooting extensions and themes article but she's unable to fix her problem.
2. At the end of the article there are two sections: "Was this article helpful?" and "This didn't solve my problem!"
3. Since this is a troubleshooting/problem solving article the "This didn't solve my problem" section has a search box, a link to the support forums and a link to Live Chat (with the current Live Chat status and schedule).
4. Since the Live Chat status says open, Ellen clicks that and gets her problem solved.

Ellen: Overview problem not solved

1. Ellen reads though the Bookmarks article but doesn't exactly find the information that she was looking for.
2. At the end of the article there are two sections: "Was this article helpful?" and "This didn't solve my problem!"
3. Since this is an overview/reference article the "This didn't solve my problem" section has a list of related articles, a search box and a link to the support forums.
4. Ellen sees a related article that looks promising so she clicks though to that.

Ellen: Article Feedback - Helpful

1. Ellen reads though the How to set the home page article and follows the steps successfully.
2. At the end of the article there are two sections: "Was this article helpful?" and "This didn't solve my problem!"
3. The "Was this article helpful?" section has simple Yes and No buttons.
4. Ellen clicks yes and a message appears thanking her for her feedback.

Ellen: Article Feedback - Not Helpful

1. Ellen reads though the How to set the home page article and follows the steps but is unsuccessful in getting her homepage set the way she wants.
2. At the end of the article there are two sections: "Was this article helpful?" and "This didn't solve my problem!"
3. The "Was this article helpful?" section has simple Yes and No buttons.
4. Ellen clicks no and a message appears thanking her for her feedback and suggests she tries one of the options in the "This didn't solve my problem" section.
5. Ellen looks over to the "This didn't solve my problem" section which has a list of related articles, a search box and a link to the support forums.
6. Ellen decides to ask for help in the support forums and clicks that link.

Ellen: SUMO site entry

A number of things happen when Ellen enters SUMO.

• Her language is detected and she is presented with a version of the site in that language. She is also given a way to manually change that to any other provided language.
• Her operating system and Firefox version is detected. She is notified of this on her first visit and is shown where she can change this if she ever needs to. This information is used to filter her SUMO experience. For example: If she is using an old version of Fx she'll see info about upgrading; If she is using a Mac, she will only see search results that apply to Mac; The start page will contain OS specific content.