The Mozilla Sumo engagement was a dedicated research and skill-building effort to support Moilla’s customer service team. This team was unique, as it consisted of internal employees managing a team of online volunteer supporting Mozilla’s open source development efforts.

Our research focused on improving the volunteer community support infrastructure by exploring adjacent communities to understand functional (and nonfunctional) models. This research primarily took place OUTSIDE of the Mozilla context in a participatory fashion WITH Mozilla stakeholders.

Project culiminated in a co-design workshop built around the research findings in Berlin, as well as a synthesized report with recommendations.

A participant in the workshop shared a post is available here: