Opened 5 years ago

Closed 15 months ago

#12164 closed defect (wontfix)

Users with no network obstacles are emailing us instead of clicking connect

Reported by: mttp Owned by: brade
Priority: Medium Milestone:
Component: Applications/Tor Launcher Version:
Severity: Normal Keywords: tbb-helpdesk-frequent, tbb-usability-stoppoint-wizard, uxsprint2015
Cc: mcs, mikeperry Actual Points:
Parent ID: #11180 Points:
Reviewer: Sponsor:

Description

In https://trac.torproject.org/projects/tor/ticket/10610 the initial dialog window for tor-launcher got reworded to make it clearer that most users should just click 'Connect'.

Clarifying the text was not enough, apparently, because users continue to encounter the initial dialog window, and get confused whether they should 'Configure' or 'Connect'.

Many users are not accustomed to being faced with a decision to make upon starting their browser. However, autoconnecting is not a good solution, as connecting to Tor directly in some regions could put users in real jeopardy.

I suspect that some users do not fully read or fully process the descriptions of these two paths before they contact the help desk.

I think the initial tor-launcher dialog should provide visual cues that direct most users to the 'connect' path and high-risk users to the 'configure' path.

To give some examples of more intuitive designs, changing the size or color of the buttons could be effective. Using a widget besides a button to enter the 'configure' path might also be an improvement.

Child Tickets

Change History (12)

comment:1 Changed 5 years ago by mttp

Renaming the 'Connect' and 'Configure' buttons is another possible design modification to consider.

comment:2 Changed 5 years ago by tom

I'd like to add a user story:

I was at a user training, and while we did not cover Tor, it naturally came up. He came up to me afterwards:

The guy used a Mac, and was not super technically inclined, but knew his way around a few things. He successfully downloaded Tor Browser Bundle and added it to his dock.

But when he ran it, he got the warning "This app is signed by an unknown developer". He did not know what it meant, or how to disable it. As it was a security feature, he did not want to. He assumed TBB would not work for him.

I disabled it for him (telling him I would re-enable it when we were done), and ran TBB. He got the 'Connect or Configure dialog'. I read him the options and asked him which he thought it was.

He said he didn't know what censored, filtered, or proxied meant, but that he knew there were things out there (on the internet) and thus that he thought it was the second one. When I explained it in the context of countries that censor the internet, he got it better and said "Okay, but if I went to China, I would choose the other one, right?"

comment:3 in reply to:  2 Changed 5 years ago by mcs

Keywords: TorBrowserTeam201407 added

Replying to tom:

But when he ran it, he got the warning "This app is signed by an unknown developer". He did not know what it meant, or how to disable it. As it was a security feature, he did not want to. He assumed TBB would not work for him.

Although it is not related to this bug, users can bypass the "unknown developer" prompt by control-clicking on the TBB app bundle and choosing "Open" from the context menu. This approach may be less scary for people than changing their system-wide settings.

comment:4 Changed 5 years ago by mcs

Keywords: TorBrowserTeam201408 added; TorBrowserTeam201407 removed

comment:5 Changed 5 years ago by mikeperry

Keywords: TorBrowserTeam201410 added; TorBrowserTeam201408 removed

comment:6 Changed 5 years ago by mikeperry

Keywords: tbb-usability added; TorBrowserTeam201410 removed

comment:7 Changed 4 years ago by mikeperry

Keywords: tbb-usability-stoppoint-wizard added; tbb-usability removed

comment:8 Changed 4 years ago by mikeperry

At the usability sprint, it was suggested that we fold the "Configure" button and text under some kind of foldout that says something like "Advanced options for censored users".

Apparently one of the users was also confused by the wording "Before you connect to the Tor network, you need to provide information about this computer's Internet connection", which seemed to suggest that configuration was actually usually required. mrphs also echoed hearing this confusion from other users.

comment:9 Changed 4 years ago by mikeperry

Oh, additionally, Linda suggested that such a dialog might be less intimidating/discouraging if there was also text on it that said "Don't worry, you only have to do this once!" or similar. It's not clear to users if they will have to jump through this hoop every time they have to start the browser, which makes them frustrated with the software from the start.

comment:10 Changed 4 years ago by mikeperry

Keywords: uxsprint2015 added

This may require A/B testing to really dial in, actually. Perhaps testing options for this dialog is a good candidate for a future ux sprint session.

comment:11 Changed 19 months ago by teor

Severity: Normal

Set all open tickets without a severity to "Normal"

comment:12 Changed 15 months ago by mcs

Resolution: wontfix
Status: newclosed

Closing this as "Won't Fix" because we have significantly redesigned Tor Launcher's initial configuration UI (Tor Browser 7.5). If user feedback or testing demonstrates this is still an issue, please reopen or create a new ticket.

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