Updates:

• 2023-05-05: https://www.mediawiki.org/wiki/Design_Systems_Team/Working_with_us has been updated!
• 2023-04-18: if there are no major concerns at this stage, I will pull this guidance into mediawiki along with a simple phab template & share the process with program managers
• 2023-03-27: Proposal here, seeking DST review/feedback by April 5

Current problem: it's unclear how to request help from the Design Systems team.
Impact: our requests are scattered across many different communication channels, including private 1-1 messages, making it difficult for DST to have a shared understanding of who needs help and when, resulting in slower response times and a confusing experience for the teams we want to help. This hinders teams from adopting Codex.

We have https://www.mediawiki.org/wiki/Design_Systems_Team/Working_with_us, and https://www.mediawiki.org/wiki/Design_Systems_Team/Design_System_Governance_Model, but these artifacts are primarily focused on contributors to Codex. As we explore ways to increase awareness and adoption of Codex, we need a better request framework for consumers of Codex, specifically the "top of the funnel" process for requesting support and a shared expectation for an initial response from DST.

Inspiration:

• https://www.mediawiki.org/wiki/Reading/Web/Request_process
• https://www.mediawiki.org/wiki/Product_Analytics#How_to_get_help_with_data_or_analysis

Acceptance criteria:

• Add a section to https://www.mediawiki.org/wiki/Design_Systems_Team/Working_with_us that covers:
  • How to request help from DST
    • Templated phabricator task on Design-System-Team with guiding questions to help us understand & assess the request
  • What to expect re: response times and next steps
• Add a section to https://www.mediawiki.org/wiki/Design_Systems_Team/Team_Processes that covers DST-internal triage process and roles/responsibilities