Re: [Tails-project] Learning from users

Hi,

sajolida:
> intrigeri:
>> In square brackets I'll add some comments of mine wrt.
>> how we're doing.
>>
>> 1. It's important to have communication channels with users, and to
>> process their feedback [I miss the reports from help desk to -dev@
>> that were meant to help developers understand what the user experience
>> looks like.] Some feedback could be prioritized, e.g. what comes
>> from trainers.

> It's part of the objectives of the ticketing system for our help desk to
> improve on the feedback loop with developers, be able to inspect better
> singular problems and also aggregate data on which issues are the most
> common, the most painful, etc.

Cool. Indeed, it would be amazing if frontdesk could flag each report
with the relevant ticket IDs, FAQ entries, doc pages that the user
didn't find, etc.; this would help us *a lot* focusing our work on
what matters most (keeping in mind the next topic, i.e. not putting
100% of our efforts to satisfy the needs of the most verbose members
of our *current* user base).

>> 3. It's useful to *also* gather general, non-bug feedback. [Do we
>> advertise any way to do that?] One way to gather this would be a blog
>> post about the state of the project that says we are looking for
>> feedback and asks very few questions (with an end date):
>>
>> * what's the most painful aspect of Tails for you?
>> * what's the part of Tails you love most?

> See "Intercept Interviews" in the Needfinding framwork of Second Muse
> [2]. Practicing this and gathering some first feedback is part of my big
> objectives for my next conference (IFF probably). I'm sure yet but I'll
> try to have a way of making these public, after anonymizing and getting
> consent from the interviewees.

Excellent! (although this doesn't address the need to get non-bug
feedback from our broader user base, that I don't expect will be
fairly represented at IFF)

>> 4. Rephrasing the WhisperBack bug report template
>>
>> The sentences should be along the lines of:
>>
>> * What were you doing?
>> * What did you expect to have happened?
>> * What happened instead?

> Now I'm seeing these four data gathering tools (ticketing system, web
> log analysis, survey platform, and interview archive) as a possible
> bundle for some grant :)

:)

Cheers,
--
intrigeri