Mozilla

Making it easier to ask for help rather than abandon the product

People were asking questions on Reddit and Twitter while Mozilla's own forum received only a handful each day. I led the information architecture and writing work to make asking for help easier and the experience more welcoming.

My roleInformation architecture and UX writing

Context16 weeks; product, visual design, support and engineering

BEFORE5 steps

to ask a question

AFTER1 step

with simpler categories

Mozilla question form with annotated language, categories and search — A simpler question form, supportive guidance and another route to help.

Make support easier to reach

I simplified the structure and recommended entry points from help articles, where questions naturally arise.

Write for a stressful moment

I added guidance for asking useful questions and language that expressed the community's values.

Keep more than one route to help

Article search remained available alongside the question form.

What we learned after launch

More submissions meant better access to the forum, not evidence of fewer support calls. The easier flow also attracted scammers, prompting a new secure sign-in. Support capacity and abuse prevention needed to be planned alongside access.