Wikimedia Apps/Team/iOS/User feedback review SOP

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Standard Operating Procedure for Gathering User Feedback aka Chore Wheel[edit]

Each person is assigned one week for "chore wheel." Your week includes the Saturday and Sunday preceding your assignment. For example:

Your week is December 14. That means you cover the days from Saturday December 8 through Friday December 14.

Note: the calendar invite for your assignment can be moved to any day/time in your week that is useful to you. Just have things done by Friday of your week.

Checklist[edit]

  • OTRS: Review Wikipedia iOS App OTRS queue for new tickets
    • Search > Additional filters > click field, select "Queue", click "+"; Queue will appear under Filters in use; click field, select "mobile", use dropdown to select "iOS (Wikipedia)", click Confirm; repeat to add "State" (open, new), and "Ticket Create Time" (between)
      • Escalate or file any new/urgent bugs
      • Summarize other feedback/requests
      • Responding is optional, unless you need more info for a bug
        • Feel free to point users to the FAQ
        • Anything not related to the app, please move to other queues
        • You can quick-close empty/blank tickets
      • CLOSE ALL TICKETS
  • SOCIAL MEDIA: Twitter search for "Wikipedia mobile", "Wikipedia iOS", and "Wikipedia app" mentions
  • REVIEWS: App Store Reviews
    • My Apps > Wikipedia > Activity > iOS App (under "Ratings and Reviews" heading)
  • SCREENSHOTS: In https://appstoreconnect.apple.com check the Testflight > Feedback > Screenshots submitted by users
    • Select TestFight tab
    • Under the Feedback section in the left side nav, select Screenshots
    • Select "All Versions" in the first drop down picker (it defaults to the newest one, which is good, but we have folks who haven't updated to check on)
    • Look for any reports/screenshot from the period of your chore wheel duty (ie, generally 7 days ago or newer)
    • Please do not re-report issues from older times, chances are they are either covered or no longer relevant
    • If filing phab tickets please include the screenshots and device info provided by Apple in the phab ticket (please don't just link the the report, include the key info in phab itself)
  • CRASHES: Review App Store Connect for any major new or big increases in crashes.
    1. Go to Wikipedia app in App Store Connect.
    2. Select App Analytics.
    3. Select "Crashes" link in the crashes bar graph.
    4. The left menu should have "Usage > Crashes" selected. Select "Compare To > Sessions" in the left menu as well.
    5. Choose "App Version" in the "View by" menu at the top left.
    6. Calendar span on the top right should have "Last 7 days" selected.
    7. Check the last few most recent releases to show in the line graph & screenshot.
  • SPREADSHEET: Update the recurring issues spreadsheet for tracking feedback.
  • If responding to reviews or OTRS tickets about blocking in China, you can use this reply provided by Legal:
    • We are committed to allowing everyone, everywhere to freely access, share, and participate in knowledge on Wikipedia. Unfortunately, Wikipedia is currently blocked by most internet service providers in China. We are not able to ensure access to Wikipedia until the block is lifted.

Order[edit]

  1. Matt
  2. Deepak
  3. Josh
  4. Lani
  5. Carolyn
  6. Anthony
  7. Toni

Status update[edit]

On Friday, send an email to ios@ with your chore wheel report. Thanks!