213777 - implement user-feedback mechanism

Status: RESOLVED FIXED

(Marketing :: General, task)

Description

[MightyMu]

User-Agent:       Mozilla/5.0 (Windows; U; Windows NT 5.0; en-US; rv:1.5a) Gecko/20030718
Build Identifier: 

Since Mozilla is now targetted at the end-user audience, we will need a
mechanism for getting user feedback. In the intrests of keeping users away from
Bugzilla, I propose a separate system for receiving, storing, and distributing
to Mozilla staff user feedback reports. The details of this are open to debate -
whether it's a link from the Help menu which spawns an email to
[e-mail], a web-based form at mozilla.org/feedback, or any number of
other possibilities. Discussion can take place in #marketing or on the
marketing-public mailing list / newsgroup.

Reproducible: Always

Steps to Reproduce:

Comment 1

[Daniel Wang]

dupe of bug 77783?

Comment 2

[Andy Edmonds]

Definitely not a dupe. Daniel, are you on the marketing mailing list? I
appreciate your command of bugzilla, but for instance, I strongly disagree with
your duping of marketing bug 213663. The context of the discussion on the
mailing list is driving many of these bugs and they should be considered in
light of that discussion. Your input on that list would be great to point to
existing bugzilla discussions.

This bug is about collecting user requirement and usability feedback in some
structured and aggregatable way.

See Dave Nichol's article in
http://www.acm.org/sigs/sigchi/bulletin/2003.2/marapr03.pdf, "I'd like to
complain about this software", p. 12.  This is the "critical incident" sense of
a user feedback mechanism. This is on demand, like the talkback.

A separate sense is a user satisfaction survey or initial expectation survey for
new users.

Comment 3

[Tim Powell]

If this is for on demand feedback, such as to report a website that doesn't
work, something like Safari's bug button would probably work.

Comment 4

[Dave Nichols]

This is primarily to report usability issues in the application - not in
websites (although a website report could be a beneficial outcome on the side).

Imagine Safari's bug button applied to Mozilla itself - all parts of Mozilla
(every window, dialog, preference pane etc). 
So a user can report a usability issue with Mozilla - from within Mozilla.
At the moment reporters have to go a website to use Bugzilla and they lose all
the contextual information from the issue (which they have to re-create for a
good bug report). 

This bug says: integrate bug reporting into the application, like talkback, but
while the app is still running. And probably have a separate talkback-like
database of reports that can be mined for common patterns and automatic
duplicate detection.

Comment 5

[Simon Males]

An idea would be to pipe the feedback into a bugzilla/wiki like system, where
others can comment on the 'development' of the issue raised. 

If its positive feedback, show you parents/partner/friends/mistress and mark
resolved. 

Comment 6

[Simon Males]

I'm still for making a [e-mail] a mailing list. With then someone
entering them in Bugzilla for the sake of keeping a searchable archive (with
holding the user's address). 

I also think having a XUL form under Help would be a nice way of including it in
the application.

Comment 7

[chris hofmann]

we already have [e-mail], can we use that alias for this?

Comment 8

[Simon Males]

I'm thinking towards alias'ing feedback@ to suggestions@ would be better,
feedback is not always a suggestion. Pushing them together is less work but may
be more confusing for the user? Or for the XUL/HTML version could have a menu
either feedback or suggestion.

Does someone just plug recevied suggestions to bugzilla ?

Comment 9

[Pat McDonald]

My first comment here, hopefully I can contribute to the improvement of what is
already the best browser out there.
I thing "suggestion" is much more likely then "feedback" to get the type of
responses necessary to make improvements.  
A suggestion button could simply forward to a blog form so it can be posted,
commented on, and read by others.

Comment 10

[bugzilla]

We now have hendrix 
http://webtools.mozilla.org/hendrix/
->Fixed?

Comment 11

[Andy Edmonds]

Fixed!