Standard Operating Procedure for Gathering User Feedback aka Chore Wheel

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

Email feedback

Go to your WMF gmail screen, and click the account-switcher button at the top right. In the list of accounts you should see "Android Support (Delegated)" - select this and reply to emails as usual.
Escalate or file any new/urgent bugs.
Summarize other feedback/requests.
Responding is optional unless you need more info for a bug.
Respond if you need more feedback, but choose the Send and Archive button when you send your reply.
- You can insert one of the templates (there is one for "ticket filed" and one for "this will be fixed in the next release") by going to More -> Templates -> [template name]
- There is no standard signature, but you should sign your name and perhaps put your title as well, like "Thank you, Charlotte (Product Manager)"
If you don't need to respond to an email for more information, then Archive the emails you have processed. The email inbox should be empty when you're done.
Make sure to mark spam aggressively.
Using the Android feedback spreadsheet to track is also optional.
Update the Android app pulse spreadsheet.

Social media

Search for Wikipedia app / Wikipedia Android mentions on Twitter (optionally welcome any other notable comments – such as from Reddit, Facebook – esp. after a major release) since the last Chore wheel.

Notable Play Store reviews

Since the last Chore wheel report on Prod and Beta
Responding to reviews is encouraged but not required.
Starting July 2021: Please highlight positive reviews that we can use for our team page!

Legacy feedback (ZUNY)

To be checked less and less frequently.
Search > Additional filters > click field, select "Queue", click "+"; Queue will appear under Filters in use; click field, select "mobile", use dropdown to select "Android (Wikipedia)", click Confirm; repeat to add "State" (open, new), and "Ticket Create Time" (between)
Regardless of the issue, tell them to update their app to the latest version!

Additional guidelines

Questions/complaints about disappearing reading lists

As of February 2022, we are attempting to investigate this issue. Please include the following in response:

Thanks for getting in touch, and we extend our deepest apologies for the issue you experienced with the Wikipedia app. We recognize that data loss is a serious issue.
While this is not widespread, we’ve heard from some other people who have experienced the same thing, and we’re trying to figure out what is happening. With our deep, sincere commitment to privacy, we don’t track our users in the same way that most apps do. Most apps can look at detailed logs to diagnose why something like this is happening, but we rely on our users. If you have a few minutes to answer these questions, we’d really appreciate it - finding commonalities among the few people experiencing this will help us diagnose the problem.

What version of Android are you using? (In your phone’s Settings app, tap "About phone" then scroll down to "Android version".)

What version of the Wikipedia app are you using? (In the Wikipedia app, from the Explore feed tap the "More" tab button. Then tap "Settings", then "About the Wikipedia app". The version number is under the Wikipedia logo, something like "2.7.50393-r-2022-02-10".)

What languages do you use in the app? (In the Wikipedia app, from the Explore feed tap the "More" tab button. Then tap "Settings", then report the languages listed under "Wikipedia languages".)

Are you signed into a Wikipedia account in the app, or not? (In the Wikipedia app’s "More" menu, accessible from the main Explore page, you’re signed in if the first line shows a username. If it says "Log in / Join Wikipedia", you are not signed into the app.)

Roughly how long have you used the app for?

Do you use Wikipedia Reading Lists on any other devices?

Do you use reading lists to organize your saved articles?

Roughly how many articles did you have saved?

Roughly how many reading lists did you have?

Thanks for your help,
[insert name]

Replies from users can be added to the ticket: https://phabricator.wikimedia.org/T301306

Receiving screenshots from users

Users will sometimes send a screenshot of the issue they are describing. You can post the screenshot on the corresponding Phab task, however check the screenshot very carefully for private or personally-identifiable information, and don't post the screenshot if it contains anything of the sort.

Reviews mentioning in-country blocks

If we receive reviews from users in China (or other countries whose government might be blocking Wikipedia) saying that they keep getting "not connected to internet" errors, this is likely to due to the blocks that those countries have imposed. You can reply to the reviews on the Play Store with the following message:

English

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 your country. We are not able to ensure access to Wikipedia until the block is lifted.

Order

Robin
Cooltey
Matt
Dmitry
Sharvani
Lani
Anthony
Jazmin

Status Update

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

Wikimedia Apps/Team/Android/User feedback review SOP

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