1711123 - Requesting data review for Mozilla VPN client

Status: RESOLVED FIXED

(Mozilla VPN :: General, defect)

Description

[Lesley Norton [:lnorton]]

Data Request Review Form (full text below)
https://docs.google.com/document/d/1Vzwv9KJYWo4embk7Dn7wS2RJwyMr1mAhf6qOP_FpOas/edit?usp=sharing

The publicly available list of collected events can be found here:
https://github.com/mozilla-mobile/mozilla-vpn-client/blob/main/glean/metrics.yaml

Glean documentation:
https://mozilla.github.io/glean/book/index.html

---

Mozilla VPN Data Review

What questions will you answer with this data?

• What are the experiences that contribute most to customer turnover?
• How frequently do customers experience connection issues while using Mozilla VPN?
• How frequently do customers encounter error messages?
• What experiences drive customers to seek support?

Why does Mozilla need to answer these questions? Are there benefits for users? Do we need this information to address product or business requirements? Some example responses:

• We need to understand what drives attrition so that we can allocate resources, improve the product, and retain more subscribers by providing better user experiences.

What alternative methods did you consider to answer these questions? Why were they not sufficient?

• Alternative methods we have considered and/or implemented are user-research, soliciting user feedback via surveys and working closely with support to find out what issues users are reaching out to them with.

Can current instrumentation answer these questions?

• No, in-app telemetry has not been implemented in the app prior to the v2.3 release.

List all proposed measurements and indicate the category of data collection for each measurement, using the Firefox data collection categories found on the Mozilla wiki.

• Captured measurements are documented and publicly available in the Mozilla VPN GitHub repository

Please provide a link to the documentation for this data collection which describes the ultimate data set in a public, complete, and accurate way.

• https://github.com/mozilla-mobile/mozilla-vpn-client/blob/main/glean/metrics.yaml

How long will this data be collected? Choose one of the following:

• This data will be collected permanently or until the captured events are rendered obsolete by feature changes and/or feature fixes.

What populations will you measure?

• We will collect data from every device for which the subscriber has enabled data collection. We will not be filtering by locale, geo-location, or release channel.

If this data collection is default on, what is the opt-out mechanism for users?

• Data collection is opt-in. New subscribers will receive a prompt asking them to opt-in shortly after sign in. Existing users will see the same prompt shortly after updating to v2.3. Opting in or out later can be done at any time via the Settings page.

Please provide a general description of how you will analyze this data.

• We will create dashboards to view and analyze this data.

Where do you intend to share the results of your analysis?

• We intend to share the results of our analysis in cross-functional team meetings. Other share-outs may include presentations with leadership, product stakeholders, and outside marketing resources.

Is there a third-party tool (i.e. not Telemetry) that you are proposing to use for this data collection? If so:

• We will use Glean to collect and organize data.

Comment 1

[Nicole Shadowen]

Attachment: Data Collection Review Response

Thanks you all! Let me know if you have any questions.

Comment 3

[Andrea Marchesini [:baku]]

This bug is now fixed.