[bisq-network/proposals] New role request- User Researcher (#344)

[UX-P]

I have analysed the comments left by users on Keybase support and designed an [affinity map]( https://miro.com/app/board/o9J_lo8abDg=/?invite_link_id=107283228134 
) grouping the most common subjects and talking points.
Below is a summary of possible solutions based on these key points and takes into consideration the heuristics web standard.
This list is also applicable to any new releases (maybe some of these have been addressed already) and future app considerations when developing Misq. Let me know what you think. 

**Language**
Error messages were also a common issue. The user seems to be unclear of their next steps e.g. error reads ‘Contact a Bisq developer’ without providing a call to action button, contact or link. The language used in the error messages is often incomprehensible to the user, it is important to use language that the user is familiar with where possible.
-	Unmatched account details should be stated in UI as: a breach of protocol and may result in mediator intervention.
-	Error messages should be translated where possible using language familiar to the user and should contain an action e.g., restart Bisq, or contact support, including an action button.

**Support**
Although Keybase is great for discussing certain issues, Users are seeking that immediate help. There does not appear to be enough guidance given directly from the Bisq app itself, which is where the user would initially look for support.
There is not a support system on Bisq that encourages one on one queries between mediator and user outside of mediation. Here are a few ways to encourage this:
The chat panel should clearly state where the user can go for further support or who to contact.
-	Support team available on Bisq
-	Create a support chat window separate to mediation and P2P chat window, required on Bisq for general queries during trade.
-	If no resolution is provided on Bisq chat, direct the user to Keybase support using a link or button.
-	Direct users to Keybase for tech issues or specific mediator
-	Link to Keybase support displayed in chat panel and support button.
-	Separate mediation and P2P chat window

**How to guide**
Users make many ‘How to’ enquiries. The support tab currently contains mediation history and could appear misleading as the term ‘support’ is associated with help. The support click-through should contain information and links for quick access to guidance and documentation. Include a search bar to look up words and popular search terms used on Bisq. This will help to alleviate the Keybase support channel and prevent it from being clogged up with issues that can be resolved by the user. Here is a list of guides derived from the most common ‘how to’ queries:
-	Getting started guide, include the Bisq basics
-	Step by step guide on disputes
-	Security and privacy protocol
-	Trading process guide
Many users seem confused by the terms and wording used by Bisq. As a web standard users should not have to learn, they want to comprehend almost immediately using as little amount of thinking in order to relieve their cognitive load. However, it is understandable that in some cases certain words are required, so perhaps these suggestions could help the user to broaden their understanding:
Glossary
-	Glossary in Bisq support
-	Wiki descriptions available on Bisq under support tab

**Technical**
Users are having node connection issues; I am not a developer so I do not know if this is solely a technical issue. I have spoken with a user and they have explained that when Bisq has not yet connected to a node it is displayed on screen as an error message. Is this an error? If not, it could be better represented as a loading message.
-	Connections to node can be shown as a waiting period not a warning. E.g., ‘Please wait for syncing to complete’ appears at relevant points of the user journey, as opposed to appearing on screen as an error message.
Long waiting periods
The long waiting periods causes complaints and seems to agitate the user, some even stating that they won’t be using Bisq again. These issues could be rectified with the following suggestions:
-	State arbitrator’s expected response time clearly in chat e.g., arbitrator will respond within 5 days
-	Inform the user of what to do when the arbitrator does not respond after specified time.
-	Show when mediator is online
-	State mediator’s expected response time
-	Inform user of what to do when mediator does not respond

**P2P Interaction**
On average users complain on Keybase after 18 hours wait for peer to confirm.
P2P interaction should be encouraged so that it does not result in the user having to contact support. Prevention of escalation via P2P communication will make the peer less inclined to neglect a trade and may result in less mediator intervention, here are several ways this could be applied:
-	Show if peer is online with the option to switch status to offline.
-	Notifications once Bisq is minimised prompting, next steps, confirmation, chat messages, time period terminated, reminder to either confirm or transfer.
-	After 18hrs waiting period prompt user to contact peer

**UI**
These are changes that should essentially be applied for immediate enhancement of UX experience.
-	Optimise scaling so that all essential elements are displayed
-	Remove ‘locked funds from failed trade’ pop up.  Prevent it from obscuring the UI. -	Clearly displaying shortcuts are essential for both new users and power users. Shortcuts stated on UI e.g., Open mediation Ctrl + o, Open wallet data Ctrl + j
-Mediation and P2P chat box should be separated

**Next steps**
I would like to ask users on Keybase to state what features they like, dislike, or would like to improve on Bisq etc. with the option to also participate in a short user interview, any research suggestions from the team is welcome.  In the meantime, let me know what you think of the above user analyse. 

It would be excellent to hear from a UX designer and @pazza83  as I know you contribute in the support team. I am not aware of who to add to this but any feedback is welcome!


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