Changes between Version 3 and Version 4 of org/meetings/2018Rome/Notes/UserIssues


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Timestamp:
Mar 16, 2018, 2:48:03 PM (19 months ago)
Author:
alison
Comment:

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  • org/meetings/2018Rome/Notes/UserIssues

    v3 v4  
    99* for the past 3 months Pari has been tracking these areas and trying to make sense of it. she has discovered some recurring areas and themes
    1010
    11 ==== Finding: there are two major groups of Tor users ====
    12 ===== group one: power users eg computer programmers, they understand workarounds, they know Tor in depth, on some forums they're answering queries for regular users =====
     11=== Finding: there are two major groups of Tor users ===
     12==== group one: power users eg computer programmers, they understand workarounds, they know Tor in depth, on some forums they're answering queries for regular users ====
    1313
    1414* power user may be asking "I want to run tor on FreeBSD" or "I want to modify the torrc files" etc, they have opinions about things Tor is doing that may compromise their secuirty, they don't care about GUIs, they want to be able to customize it
    1515* they don't like being told what to do
    1616
    17 ===== group two: "regular users", people who have either a very simple understanding of Tor or complete confusion, they require help at almost every step, they don't actually know or understand how Tor works =====
     17==== group two: "regular users", people who have either a very simple understanding of Tor or complete confusion, they require help at almost every step, they don't actually know or understand how Tor works ====
    1818
    1919* these users need everything to be really easy
     
    2323* these two sets of users needs are often in conflict
    2424
    25 ==== Typical queries ====
    26 ===== I'm using Tor Browser, is there a mail client I can use too? Or can you recommend an operating system? =====
     25=== Typical queries ===
     26==== I'm using Tor Browser, is there a mail client I can use too? Or can you recommend an operating system? ====
    2727* maybe Tor can think about some services to recommend when people ask about these other privacy tools? what is the right language to use that express the level of confidence we have in whatever thing. for most users the most secure option is to live in the woods with no comptuer and never open your mouth. so we can say 'we aren't promising that this is perfect but we can say this will make you reasonably secure'
    28 ===== lots of users have tor installed and they run it but they don't actually know how to do anything with it. for example, many users don't know anything about the security slider. =====
     28==== lots of users have tor installed and they run it but they don't actually know how to do anything with it. for example, many users don't know anything about the security slider. ====
    2929* we have funding from OTF for onboarding new features, this may be useful for communicating better about the security slider and other features that are what makes Tor Browser different (there is a trac ticket open about this).
    3030* generally people have a perception that security is too hard for them and we can help change that perception
     
    3333* it's important to implement the style guide across all Tor products so that people do have a better understanding of what is actually a Tor thing
    3434
    35 ===== people have lots of misconceptions about Tor related to the dark web. =====
     35==== people have lots of misconceptions about Tor related to the dark web. ====
    3636* maybe we could help with this by giving a list of recommended onion addresses in categories? maybe built into the browser or maybe on the website or something like that. there is a ticket open on that -- should we actually recommend onion addresses? ticket #12952
    3737
    3838
    39 ===== "I am being blocked from getting into my account over Tor" =====
     39==== "I am being blocked from getting into my account over Tor" ====
    4040* they get security alerts, etc -- power users understand this but regular users are very suspicious about this. we added some content about this on the support portal but we could improve that experience more
    4141
    42 ===== "what are the different versions of Tor and how do I know about them?" =====
     42==== "what are the different versions of Tor and how do I know about them?" ====
    4343* people don't understand update and alpha language, it's jargon to them
    4444* how do they know which is the right version?
     
    4949* we should make sure that announcements about core tor releases go to a much smaller group than Tor Browser releases for the sake of avoiding confusion. Steph is working on a new newsletter with all that -- we could have developer announcements, we could have user announcements, and keep them separate. we should be clear that we have different users
    5050
    51 ===== "I want to tell people about Tor, can I get some material like flyers, stickers, etc" =====
     51==== "I want to tell people about Tor, can I get some material like flyers, stickers, etc" ====
    5252* it would be great if we could have a small kit for downloading SVG files etc. this is the kind of thing that would be great in the community portal
    5353
    54 ===== local disturbances in the network =====
     54==== local disturbances in the network ====
    5555* maybe censorship or maybe a local relay has gone down, but some issues are geographically relevant to different users.
    5656* the idea that came up this morning of having users click their flag (eg location) when they open tor launcher that will then choose the correct bridges for them etc.
     
    6161* how do we currently get information about censorship events? quickly from OONI, also from power users. it's very usual for us to be contacted by someone we've never heard from before with really detailed technical analysis that they've done in their spare time about what's being blocked and how
    6262
    63 ===== other stuff =====
     63==== other stuff ====
    6464* lots of things that come up are actually already happening (people request things that we already do) -- how do we communicate better about what's already going on?
    6565* just because there is a ticket doesn't mean it's going to get resolved soon -- understanding what is important to users is essential for us prioritizing