584886 - Customer Care landing page

Status: VERIFIED FIXED

(mozilla.org Graveyard :: Webdev, task)

Description

[Mike Alexis [:malexis]]

Overview
Launch a landing page for the new Customer Care program. This will allow users to easily reply to Twitter posts about Firefox and show that our community cares about supporting users on Twitter. 

This program is an effort to reach out to Firefox users on social media networks and direct them to the right places within our support platform. We are doing that with the help of the community, ideally hundreds or thousands of people would join this effort with a portion of that continuing on to become SUMO contributors.


Project Scope
*Create landing page with the following features
**Twitter integration (API calls, OAuth)
***Retrieves recent tweets that contain specific keywords (custom queries)
***Allows user to sign into their Twitter account (OAuth)
***User can reply to a tweet directly from page
**Dynamically updated snippets (Database)
***Suggested messages are able to be added/edited/removed
**l10n support for later versions (initially just English)

*Create SUMO wrapper pages for top Firefox issues
**Uses existing/modified support content from SUMO pages
**Wraps content into a new template that is more user friendly and includes branding/messaging from landing page

*Metrics dashboard
**Show historical and current data about:
***# of firefox tweets
***# of tweets with #fxhelp hashtag
***# of users including #fxhelp hashtag
***popular words in recent tweets that mention Firefox (optional)
***list of Twitter users and how many times they tweeted with #fxhelp. Want to identify top users who tweet "#fxhelp" (optional)
**Private (on intranet only) - on metrics.mozilla.com?

Analytics
*Track landing page metrics on WebTrends
*Metrics dashboard is viewable on metrics.mozilla.com

App
*Supports Twitter authentication (OAuth)
*Database and admin page for storing and editing pre-written messages

Other
After talking with Blake Cutler from Metrics, it seems to make more
sense for the Metrics team to build the dashboard on metrics.mozilla.com. It's more unified since that's where other dashboards live, and some of the dashboard data will probably pull from Metrics' hbase database, which they're very familiar with. Should we consider having Metrics build this instead?


Deliverables
* Wireframes, rough prototype: http://dailycavalier.com/mozilla/tweetcare/ 8/2
* Design phase/creative reviews 8/13 (TBD)
* Content finalized 8/20
* Estimated go live date: 9/2

Comment 1

[Mike Alexis [:malexis]]

As William mentioned, Metrics team is going to build the Twitter dashboard, #586511

Fred and Alex are taking on the landing page. William will reach out to you guys to discuss requirements.

Comment 2

[William Reynolds [:williamr]]

Designed completed so it is no longer blocking.

JPG and PSD versions here:
http://intothefuzz.com/leetom/Customer%20Care/

Comment 3

[William Reynolds [:williamr]]

Is there a repo for this?

Let me know if you need anything else to get started or want to do a call.

Comment 4

[Michael Morgan [:morgamic]]

You guys met, right?  Can you give an update in the bug about where things are?  Do you need help?

Comment 5

[William Reynolds [:williamr]]

Just talked with Alex and I think we'll be on track. Alex says he and Fred will focus on this project next week, and they think they can knock out 90% of the work then.

They'll plan on having the page ready so that QA can be done during September 23-28 and we can launch September 30.

Alex and Fred, comment if you need any help.

Comment 6

[Alex Buchanan [:abuchanan]]

(In reply to comment #3)
> Is there a repo for this?

Yes, for our development work, Fred has forked Kitsune here:
http://github.com/fwenzel/kitsune

Sooner or later, it will end up in the main Kitsune repo here:
http://github.com/jsocol/kitsune


(In reply to comment #4)
> You guys met, right?  Can you give an update in the bug about where things are?
>  Do you need help?

Yes, we've met a couple times.

We started a SUMO component for bugs, support.mozilla.com:Customer Care.
Here's a handy search: http://tinyurl.com/2wk5q4l

The requirements have been clarified, kitsune set up, and I'm starting on coding today.  We're aiming to being QA the week of 20-24th.

Comment 7

[Michael Morgan [:morgamic]]

Cool.  Thanks for the update!

Comment 8

[Alex Buchanan [:abuchanan]]

(In reply to comment #6)
> (In reply to comment #3)
> > Is there a repo for this?
> 
> Yes, for our development work, Fred has forked Kitsune here:
> http://github.com/fwenzel/kitsune
> 

I should clarify, there is a Customer Care branch,
http://github.com/fwenzel/kitsune/tree/customercare

Comment 9

[Michael Morgan [:morgamic]]

Can you guys file bugs for the security review, IT stage and IT deployment?

Comment 10

[Alex Buchanan [:abuchanan]]

(In reply to comment #9)
> Can you guys file bugs for the security review, IT stage and IT deployment?

Yep, will do.  Already been working with mcoates via email on reviewing the concept

Comment 11

[James Socol [:jsocol, :james]]

Since this is living on SUMO, deployment is just pushing to our main repository.

Comment 12

[William Reynolds [:williamr]]

We'd like this page to live at http://support.mozilla.com/army-of-awesome

Also, when Alex/Fred files the IT push bug, can we set up http://support.mozilla.com/twitter to redirect to that page as well? Thanks!

Comment 13

[William Reynolds [:williamr]]

Staging site has moved from khan to master.support thanks to bug 599513.

http://master.support.mozilla.com/en-US/army-of-awesome

Comment 14

[Stephen Donner [:stephend] Not actively reading bugmail]

This has landed; someone besides QA, please mark this fixed :-)

support.mozilla.com/army-of-awesome

Comment 15

[James Socol [:jsocol, :james]]

By your command ;)

Comment 16

[Stephen Donner [:stephend] Not actively reading bugmail]

Verified FIXED on http://support.mozilla.com/en-US/army-of-awesome.