Opened 5 months ago

Last modified 4 months ago

#27484 new defect

Onboarding: unintuitive not-navigation buttons, starting with "Circuit Display" / "See My Path"

Reported by: dmr Owned by: tbb-team
Priority: Medium Milestone:
Component: Applications/Tor Browser Version:
Severity: Normal Keywords: tbb-8.0-issues, tbb-onboarding, ux-team
Cc: catalyst Actual Points:
Parent ID: Points:
Reviewer: Sponsor:

Description

The "See My Path" button's effects are unintuitive for a user at that point in sequence, and the button click may get skipped by people utilizing a different form of navigation through Onboarding.

Prior to "See My Path", each button was essentially a "go to next" button.
Nothing in the "Circuit Display" paragraph indicates it will have a different effect than that.

Furthermore, the button doesn't advance the Onboarding screen (unlike prior buttons) - it just marks "Circuit Display" as done, thus leaving either of these navigation paths:

  • user directly clicking on "Security" (or later)
  • closing the Onboarding window and re-opening it (which "advances" the Onboarding because "Circuit Display" was marked as done)

A user may thus also try to click the button again, being so far trained to expect the button to cause navigation.

A similar thing happens for "Security" / "Review Settings" and "Experience Tips" / "See FAQs". However, for "Security", the text in the paragraph does indicate that something else will happen in response to the button click.

(Encountered in TB 8.0)

Child Tickets

Change History (13)

comment:1 Changed 5 months ago by arma

Right. I was going through the onboarding, everything was cool, I clicked "See my path" and now I have a tab open to duckduckgo. What does that have to do with seeing my path?

comment:2 in reply to:  1 ; Changed 5 months ago by arma

Replying to arma:

Right. I was going through the onboarding, everything was cool, I clicked "See my path" and now I have a tab open to duckduckgo. What does that have to do with seeing my path?

Wowza. I killed that duckduckgo tab, and then I was faced with the same onboarding screen, so I clicked "see my path" again just for kicks, and this time it popped up a little window pointing out how to see my path. Neat. I wonder why it didn't do that the first time.

comment:3 Changed 5 months ago by gk

Cc: tbb-8.0-issues tbb-onboarding added; ff60-esr removed

comment:4 in reply to:  2 ; Changed 5 months ago by mcs

Replying to arma:

Wowza. I killed that duckduckgo tab, and then I was faced with the same onboarding screen, so I clicked "see my path" again just for kicks, and this time it popped up a little window pointing out how to see my path. Neat. I wonder why it didn't do that the first time.

Maybe that is a different bug. Can you reproduce it?

Regarding navigation: as I mentioned in ticket:27483#comment:2, I believe that Firefox only provides navigation between panels via the left hand side buttons. I agree it can be confusing to train people that the right button is for "go to the next panel" and then change the behavior part way through the onboarding sequence. Maybe the UX team should test this with more people and decide what is best.

comment:5 Changed 5 months ago by dmr

Cc: tbb-8.0-issues tbb-onboarding ux-team removed
Keywords: tbb-8.0-issues tbb-onboarding ux-team added

Oops, I started this ticket with keywords in the cc field... fixing that...

comment:6 in reply to:  4 Changed 5 months ago by dmr

Replying to mcs:

Regarding navigation: as I mentioned in ticket:27483#comment:2, I believe that Firefox only provides navigation between panels via the left hand side buttons. I agree it can be confusing to train people that the right button is for "go to the next panel" and then change the behavior part way through the onboarding sequence. Maybe the UX team should test this with more people and decide what is best.

I believe that the behavior should be consistent for each screen. Thus, either of these options should do that:

  • remove the buttons on the first few screens that navigate for the user
  • make the "not-navigation" buttons also advance the screen to the next, in addition to their current effects

Another part of the switch in behavior that was really confusing was the lack of description for what was going to happen. Doing things in a different tab is fairly unexpected / "jumpy" from a UX perspective - if there was some wording that "forewarned" the user, I think that the opening of a new tab wouldn't have been so confusing.

Just to reiterate and tie pieces of earlier comments together...
I said:

Nothing in the "Circuit Display" paragraph indicates it will have a different effect than that.
[...]
A similar thing happens for "Security" / "Review Settings" and "Experience Tips" / "See FAQs". However, for "Security", the text in the paragraph does indicate that something else will happen in response to the button click.

arma said:

Right. I was going through the onboarding, everything was cool, I clicked "See my path" and now I have a tab open to duckduckgo. [...]

comment:7 in reply to:  4 Changed 4 months ago by arma

Replying to mcs:

Replying to arma:

Wowza. I killed that duckduckgo tab, and then I was faced with the same onboarding screen, so I clicked "see my path" again just for kicks, and this time it popped up a little window pointing out how to see my path. Neat. I wonder why it didn't do that the first time.

Maybe that is a different bug. Can you reproduce it?

No, but a person on #tor just experienced it too: the window pops up on the second try, but no window on the first try.

It is possible that both of us just ignored the window the first time, and it secretly was there. So I'm still not clear if the bug is "sometimes it doesn't show up the first time" or "it is common for humans to not see it".

comment:8 Changed 4 months ago by antonela

hey, thanks for reporting it!

Let's first define the problem:

  1. The new tab is unexpected
  2. The user journey to arrive at the circuit display onboarding is long

for 1.
As mcs mentioned in ticket:27483#comment:2
"Firefox only provides navigation between panels via the left menu".

Yes, since there is no call to action on the first screen, the user intuitively goes to the left menu or close it. BUT! Not finding a call to action can confuse users. The problem is usually defined as "I arrive here and I don't know what to do/click". Perhaps, Firefox folks did it intentionally so people don't need to take action but read.

We included the right-next buttons because in that way the navigation seemed more fluid for new users. The first three panels host very important knowledge for new users. We really want to have users reading it. Very different than the other three steps, which hosts advanced technical information.

We could solve it by

  1. removing [next] buttons at the right side so we force users to navigate with the left menu.
  2. being explicit about what we are going to open is a new tab.

for 2.
I know that could be ideal to trigger/open a circuit display when the user clicks the button, but since we are in about:tor, we don't have a circuit and fake it is not smart.

Since it is not possible, something that came to my mind is what would go wrong if we open the doorhanger when the user visits their first site, and we prompt the useful circuit display onboarding.
So, instead of launching it for duckduckgo, it launches for any first site that gets open.

The user flow will look like (for first time or just updated users):

  • user lands in about:tor
  • user opens a new tab / writes a URL at the URL bar
  • the circuit loads, the page loads, the doorhanger prompts and the circuit onboarding step 1 appears.

mcs it is possible? could we prompt the circuit onboarding on the first visited site? what would be wrong if we do it?

comment:9 in reply to:  8 Changed 4 months ago by mcs

Replying to antonela:

Yes, since there is no call to action on the first screen, the user intuitively goes to the left menu or close it. BUT! Not finding a call to action can confuse users. The problem is usually defined as "I arrive here and I don't know what to do/click". Perhaps, Firefox folks did it intentionally so people don't need to take action but read.

That may very well be the case. I think the problem that dmr is pointing out is that the first few onboarding screens teach people that the right side button is for navigation, but then we change the behavior and we have not taught them how to navigate between onboarding steps.

We included the right-next buttons because in that way the navigation seemed more fluid for new users. The first three panels host very important knowledge for new users. We really want to have users reading it. Very different than the other three steps, which hosts advanced technical information.

We could solve it by

  1. removing [next] buttons at the right side so we force users to navigate with the left menu.
  2. being explicit about what we are going to open is a new tab.

My vote would be for a. (remove the [next] buttons). Another possibility would be to add explicit Next buttons (so some panels would have two buttons and some would just have Next).

for 2.
I know that could be ideal to trigger/open a circuit display when the user clicks the button, but since we are in about:tor, we don't have a circuit and fake it is not smart.

Since it is not possible, something that came to my mind is what would go wrong if we open the doorhanger when the user visits their first site, and we prompt the useful circuit display onboarding.
So, instead of launching it for duckduckgo, it launches for any first site that gets open.

The user flow will look like (for first time or just updated users):

  • user lands in about:tor
  • user opens a new tab / writes a URL at the URL bar
  • the circuit loads, the page loads, the doorhanger prompts and the circuit onboarding step 1 appears.

mcs it is possible? could we prompt the circuit onboarding on the first visited site? what would be wrong if we do it?

This would be difficult to implement because Kathy and I would rather not invoke the onboarding code for arbitrary sites (the implementation is tied to Firefox's URL-based permissions model). From a UX point of view, it might also be too intrusive and/or confusing to interrupt people's work in this way.

comment:10 in reply to:  1 Changed 4 months ago by traumschule

Replying to arma:

Right. I was going through the onboarding, everything was cool, I clicked "See my path" and now I have a tab open to duckduckgo. What does that have to do with seeing my path?

had the same. is this fixed in the coming alpha?

comment:11 Changed 4 months ago by catalyst

Cc: catalyst added

comment:12 Changed 4 months ago by catalyst

I ran into something very similar when I upgraded to 8.5a1: I was confused as to why a button on the about:tbupdate page that purports to help me "Learn More" about the new circuit display resulted in the DDG onion service page and no explanation of circuit displays.

I suspect what happened was that the DDG onion was taking a while to load the first time, so I tabbed away to a different page, and when I tabbed back, the doorhanger wasn't there. If I wait for the page to load and the doorhanger appears, it disappears as soon as I tab away, so this might actually be the underlying problem, at least for some people.

comment:13 in reply to:  12 Changed 4 months ago by arma

Replying to catalyst:

I suspect what happened was that the DDG onion was taking a while to load the first time, so I tabbed away to a different page, and when I tabbed back, the doorhanger wasn't there. If I wait for the page to load and the doorhanger appears, it disappears as soon as I tab away, so this might actually be the underlying problem, at least for some people.

Boom! Catalyst is a winner here -- I just tried the same thing, and got the same results: a duckduckgo page open with no hint about why it's open. I am totally willing to believe that this was how I hit the bug originally too.

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