Run card sorting study on support-dot menu

This is user research to understand what is the most relevant content users are looking for during critical flows and what is their expected way to reorganize the vertical menu navigation in support.torproject.org:

• Understand what is the most helpful content during critical flows
• Understand which content architecture matches with users' expectations

Results

• Report: S09_Card_sorting.pdf
• Detailed anonymized analysis: card_sorting_results_anonymized.xls

Time estimates

• Preparation: Medium × Moderate = 3­–4.5 d
• Facilitation and analysis: Medium × Moderate = 3­–4.5 d

Preparation material

• Cards:
  • PDF for printing: cards.pdf
  • Selection of topics: support-topics.ods
• Instructions for partners:
  • PDF for distribution: card_sorting_instructions.pdf
  • Markdown source: card_sorting_instructions.md
• Reporting forms:
  • For participants:
    • https://survey.torproject.org/index.php/168241
    • card_sorting_participants_survey.lss
  • For partners:
    • https://survey.torproject.org/index.php/246571
    • card_sorting_partners_survey.lss

References

• https://gitlab.torproject.org/torproject/web/support/-/issues/99
• https://www.nngroup.com/articles/card-sorting-definition/
• https://www.usability.gov/how-to-and-tools/methods/card-sorting.html
• https://maze.co/guides/card-sorting/
• https://www.interaction-design.org/literature/book/the-encyclopedia-of-human-computer-interaction-2nd-ed/card-sorting
• https://www.ipcinfo.org/fileadmin/user_upload/drm_matrix/docs/CardSorting-for-printing.pdf

Tasks

• Research which methodology to use to do card sorting with partners as part of #128 (closed)
• Propose a list of 30-50 items
• Have someone from Community review the list (@raya)
• Discuss incentives for participants
• Prepare a first set of cards in English
  • Add card numbers
• Prepare consent and demographics questionnaire
• Prepare instructions and reporting templates for partners
• Do a quick pilot round

Facilitators

• Partner M
  • 5 participants on May 13 and 14: all good data!
• Partner S
  • 2 participants end of April: 1 with good data, 1 with not-so-good data but valid
  • 4 participants on May 16: I discarded these results because none of them had used Tor before
• Partner R
  • 7 participants on May 16: I discarded these results because they all reported categories with names of fruits and a single card in each category (e.g "lemons" and "oranges")
• @SugarArchivist (volunteer)
  • 4 additional and good sorts with participants in the US: saved the day!