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= This page is to document the design of support.torproject.org =
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# This page is to document the design of support.torproject.org
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[[TOC]]
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----
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== Research ==
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This summarizes what we did for the support page with respect to the [https://trac.torproject.org/projects/tor/wiki/doc/UX/TorProjectWebsite#Research research phase] of the project.
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This summarizes what we did for the support page with respect to the [research phase](https://trac.torproject.org/projects/tor/wiki/doc/UX/TorProjectWebsite#Research) of the project.
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Audience: first-time Tor users, relay operators, Tor users with issues
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... | ... | @@ -30,7 +30,7 @@ Content: |
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Note: We have a lot of existing material that we can leverage, such as Tor documentation, tor stack overflow material, information on trac tickets and wiki pages, and more. We need to decide what is helpful to users to see and not to see; sending them down a rabbit hole is not a good idea, and we should only use what is critically useful to them.
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=== Choosing a support page model ===
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### Choosing a support page model
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We look at three support pages which target different users, involve the community in different levels, and require different amounts of maintenance.
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... | ... | @@ -54,13 +54,13 @@ Model 3: doesn't really target any user, community based answers only, low-maint |
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Additional support pages:
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* [https://support.betterment.com/ Betterment]: I like the layout a LOT! The search bar front and center, and a column for topics, popular questions, and contact. Their answers are all official and there are a lot of answers that are aimed to educate the user, not just troubleshoot.
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* [https://wordpress.org/support/ Wordpress]: the support page itself is bleh, but I like how integrated it is into the main wordpress site. I think tor support should be integrated like this.
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* [https://craftcms.com/support Craft CMS]: good mix of community and official; another example of how to leverage the community.
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* [https://www.intercom.com/es/customer-support-software Intercom]: I reallllly don’t like it, and it’s a product page rather than a support page--but it places a huge emphasis on educating users, which is something we may want to consider.
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* [Betterment](https://support.betterment.com/): I like the layout a LOT! The search bar front and center, and a column for topics, popular questions, and contact. Their answers are all official and there are a lot of answers that are aimed to educate the user, not just troubleshoot.
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* [Wordpress](https://wordpress.org/support/): the support page itself is bleh, but I like how integrated it is into the main wordpress site. I think tor support should be integrated like this.
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* [Craft CMS](https://craftcms.com/support): good mix of community and official; another example of how to leverage the community.
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* [Intercom](https://www.intercom.com/es/customer-support-software): I reallllly don’t like it, and it’s a product page rather than a support page--but it places a huge emphasis on educating users, which is something we may want to consider.
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=== Pre-emtive design work ===
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### Pre-emtive design work
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We have decided on:
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... | ... | @@ -74,13 +74,13 @@ We have decided on: |
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* no community answers; we will link to documentation, stack overflow, and irc channels but not host community answers directly
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* sort answers by popularity at first, then if a product is picked, by sort those answers by popularity.
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[[Image(support-sketch.jpg, 500px)]] .
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![support-sketch.jpg, 500px](support-sketch.jpg) .
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You'll notice that the design of this page is quite simple, and we've aimed for simplicity. A key aspect of this design is that the support page, does not have any subpages. The topics on the left and the search bar above filter the questions in the main section, and the answers link to external sources, but that's it. We plan to have the support page as a subpage for torproject.org, and we want to avoid having subsubsubpages and subsubsubsubpages.
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The layout of the website mimic's [https://support.betterment.com/ Betterment]'s support page, but added key features from [https://support.twitter.com/ Twitter]'s support page (such as the feedback mechanism for rating answers). We decided that question suggestions under the search bar and the boxes for different topics of questions were redundant if there was a column for question topics in the main part of the page.
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The layout of the website mimic's [Betterment](https://support.betterment.com/)'s support page, but added key features from [Twitter](https://support.twitter.com/)'s support page (such as the feedback mechanism for rating answers). We decided that question suggestions under the search bar and the boxes for different topics of questions were redundant if there was a column for question topics in the main part of the page.
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[[Image(support-mockup.png, 500px)]]
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![support-mockup.png, 500px](support-mockup.png)
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This mockup shows the layout of the page more clearly. None of the text on the mockup is final, and is only there for illustrative purposes. No alterations to the layout were made since the sketches.
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... | ... | @@ -90,9 +90,9 @@ We do plan to use javascript to enable certain features--autocompleting question |
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Brain dump of things we don't want to forget.
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* [https://tb-manual.torproject.org/ Tor Browser Manual]: where all the answers are, if you look for them hard enough.
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* [https://gitweb.torproject.org/tor-browser/user-manual.git/tree/ Screenshots sorted by language]: click on the locale, then "media." screenshots are laid out in directories that match the manual pages.
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* [https://storm.torproject.org/shared/H85ZukR8IgWQkxB66-xRF-vi0CbVY7EIL94e2_SbsxM Support portal diagram]: how the support team envisioned their interaction with the rest of Tor.
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* [https://people.torproject.org/~colin/rt-articles.git/ Old RT articles]: non updated version of what Alison and Colin have been working on.
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* [Tor Browser Manual](https://tb-manual.torproject.org/): where all the answers are, if you look for them hard enough.
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* [Screenshots sorted by language](https://gitweb.torproject.org/tor-browser/user-manual.git/tree/): click on the locale, then "media." screenshots are laid out in directories that match the manual pages.
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* [Support portal diagram](https://storm.torproject.org/shared/H85ZukR8IgWQkxB66-xRF-vi0CbVY7EIL94e2_SbsxM): how the support team envisioned their interaction with the rest of Tor.
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* [Old RT articles](https://people.torproject.org/~colin/rt-articles.git/): non updated version of what Alison and Colin have been working on.
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* the support page and the documentation should not contradict each other.
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* the [https://storm.torproject.org/shared/jo7Z_hluFCwSwAevCwhMfPwQzhA6ctERSOdOu3aVlbo top 11 languages] for tor. |
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* the [top 11 languages](https://storm.torproject.org/shared/jo7Z_hluFCwSwAevCwhMfPwQzhA6ctERSOdOu3aVlbo) for tor. |
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\ No newline at end of file |