UX and IA at Mozilla Support, and Helping 7.2 Million More People

Summary

Mozilla Support has gone through a number of usability and information architecture evaluations over the past year and a half, the biggest of which helps us help 7.2 million additional people every year find the answers they need. I’ll talk about some of the techniques and tools we’ve used (like heuristic evaluation, card sorts, treejack) and how to play along at home and apply these techniques to your own docs.