Updates:
- 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: [[ https://docs.google.com/document/d/1hm7A7qAVSyckXLkUs3P_EXvdNtuT2K_Q5qCzFe1vFxk/edit#heading=h.29b0d6iiiq5j | 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-systems-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