Closed Bug 1137197 Opened 10 years ago Closed 8 years ago

Better inform link generators how to leave a room and that the camera is still active when alone in a room

Categories

(Hello (Loop) :: Client, defect, P4)

Product:
Hello (Loop)
Component:
Client
Type:
defect

Tracking

(Not tracked)

Status:
RESOLVED INCOMPLETE

People

(Reporter: RT, Unassigned)

References

Details

User Story

We had reports of users not understanding how to leave a room, therefore causing issues where users leave their camera open without being aware of it.

We need better UX to inform the user more clearly:
- How to leave a room (a user believed he should use the DND feature to do it)
- When someone leaves the room, that the camera is still on until the user leaves the room himself
- When Firefox is in the background and that the user loses sight that his camera is actually being shared (Skype always keeps a video window in the foreground even is the Skype app is in the background - this may also be useful in window sharing scenarios where the user is likely to switch to other apps)
      No description provided.
User Story: (updated)
Sevaan, can you please have a look when you have a moment?
User Story: (updated)
Flags: needinfo?(sfranks)
I think there's a deeper underlying confusion here in that the UX fails to present to users that these are in fact rooms. Calling it a "conversation" straddles (purposely?) the distinction between a call and a room.

A mismatch in perception about which model is in play may surprise users:

On a call:
1. You're not "live" until the answerer ends the ringing on both ends.
2. The camera is in service of the call, and ends with the call.
3. The call ends when one party is left.
4. Heads-up/control over 3rd parties joining is assumed or not thought about.
5. The starting assumption is that of a private space.

In a room:
1. You're "live" immediately (people can pop in and see you unannounced).
2. The camera outlasts all calls.
3. You're still "on" when left alone (people can pop in and see/record you at any time).
4. You have no control over who pops in or whether they can see you immediately.
5. The starting assumption is that of a public place. 

One model isn't better than the other, but knowing which is in play helps, since the expectations - particularly to privacy - are so different.

Introducing a new hybrid concept in people's minds is perhaps not impossible, but seems a tall order for any new UX to carry.
(In reply to Jan-Ivar Bruaroey [:jib] from comment #2)

> Introducing a new hybrid concept in people's minds is perhaps not
> impossible, but seems a tall order for any new UX to carry.

We are working on merging calls into conversations in Bug 1081336.
(Commenting on User Story)
> We had reports of users not understanding how to leave a room, therefore
> causing issues where users leave their camera open without being aware of it.

Whilst I think this might account for some of the issues, the reports I'm seeing don't necessarily look like they are this - so I think we need to be careful that we don't jump on the wrong route as being the real issue.
> How to leave a room (a user believed he should use the DND feature to do it)

I am working on a redesign of the conversation window, and am putting a big Leave button at the top of the 
panel. This means that even when the window is minimized, the leave button is bright and clear. http://cl.ly/image/131q1C0h3g0p

> When someone leaves the room, that the camera is still on until the user leaves the room himself

Not sure this is a big issue as a) the camera is on in the background of the room so the user can see themselves, and there is a note saying "You're the only one here".

> When Firefox is in the background and that the user loses sight that his camera is actually 
> being shared (Skype always keeps a video window in the foreground even is the Skype app is in 
> the background - this may also be useful in window sharing scenarios where the user is likely 
> to switch to other apps) 

On Mac this isn't an issue as controls appear in the menu bar when you are sharing your camera/mic/screen. Is there any such indicator on Windows? Maybe we will need some sort of always-on-top image for Windows. Is this possible?
Flags: needinfo?(sfranks)
> When someone leaves the room, that the camera is still on until the user leaves the room himself

After a user leaves the room, the message should no longer say "You are the only one here" but maybe more along the lines of "Your camera is still on. Smile!"

Matej?
Flags: needinfo?(matej)
(In reply to Sevaan Franks [:sevaan] from comment #6)
> > When someone leaves the room, that the camera is still on until the user leaves the room himself
> 
> After a user leaves the room, the message should no longer say "You are the
> only one here" but maybe more along the lines of "Your camera is still on.
> Smile!"

I thought we already discussed and solved this in another bug, but I can't find it now. It feels like telling them their camera is on isn't the most useful thing we can do here. Should we inform them that they can invite someone else? The camera reminder feels like something you'd just want to dismiss, which may make people think they have to start a new conversation to talk to someone else.
Flags: needinfo?(matej)
> I thought we already discussed and solved this in another bug, but I can't
> find it now.

Hmm yes, you are right this all sounds familiar. I can't find it either though.
Bug 1125082 ? This is a similar issue on the clicker side
(In reply to Sevaan Franks [:sevaan] from comment #5)
> This means that even when the window is minimized, the leave button
> is bright and clear. http://cl.ly/image/131q1C0h3g0p

Is that a picture of the window minimized? ;-) Seriously: that might not be a bad idea to show a sliver of the video like that, to remind people they're live.
(In reply to Jan-Ivar Bruaroey [:jib] from comment #10)
> (In reply to Sevaan Franks [:sevaan] from comment #5)
> > This means that even when the window is minimized, the leave button
> > is bright and clear. http://cl.ly/image/131q1C0h3g0p
> 
> Is that a picture of the window minimized? ;-) Seriously: that might not be
> a bad idea to show a sliver of the video like that, to remind people they're
> live.

Yeah, actually that's an idea worth exploring! Nice.
(In reply to Sevaan Franks [:sevaan] from comment #5)
> Not sure this is a big issue as a) the camera is on in the background of the
> room so the user can see themselves, and there is a note saying "You're the
> only one here".

What does "here" refer to? An odd locative reference when "room" is not in the product's language.
(In reply to Mark Banner (:standard8) from comment #4)
> (Commenting on User Story)
> > We had reports of users not understanding how to leave a room, therefore
> > causing issues where users leave their camera open without being aware of it.
> 
> Whilst I think this might account for some of the issues, the reports I'm
> seeing don't necessarily look like they are this - so I think we need to be
> careful that we don't jump on the wrong route as being the real issue.

Fair enough, but as we discussed on #loop, there's also been a few comments around that FF should “ask for permission” before opening the camera. Rationally, this makes no sense, since Firefox is the arbiter, working in direct response to user activity, so something else must be going on, and I think I know what it is because I experienced it:

I remember being surprised myself the first time I "called" someone with Hello, that the person could see me before I thought they would be able to.

The UX flow I followed felt like a path to a call rather than a room:
 1) Click "Create a conversation".
 2) I see a self-view (nice!), with questions about how to connect.
 3) I click [Email link] and email link to Per.
 4) I wait (1-2 minutes).

If this were skype:
 5) popup: “Per is calling! Answer?”

vs Hello:
 4) Per: “There you are! I see you!” (he talks like that)

Yes I expected a prompt, but I expected it in step 5, not 2, and for it to be about *answering*. I had no clue I was already "on" in step 2. Step 2 looked to me like a "mirror-check" (like talky.io) and a form about ways to connect.

FWIW other room-based services like talky, tokbox, appear.in etc. do not confuse me. ;-)
s/4) Per/5) Per/
marking this as higher priority [UX] work.
Rank: 25
Flags: firefox-backlog+
Priority: -- → P2
Whiteboard: [UX]
Depends on: 1138445
Depends on: 1138453
So the issue here is that some link generators (LG) don't understand that the conversation window being open means you are in an active room. If anyone joins the room, they will see the LG on camera. This should be resolved two ways:

1. Improving notifications that someone has joined your room
2. Reminding users they are in a conversation

Re: Notifications -  Right now a sound plays, the Hello icon lights up, and the user receives a system notification. I think a doorhanger dropping from the Hello icon would be a better notification mechanism. It remains on screen until a user clicks on it or off of it (system notifications disappear), and it reinforces the location of the Hello features, training users eyes to glance at it.

Re: Reminding users they are in a conversation. I suggest that after a few minutes the screen dim in the conversation window with a message saying the camera has gone idyll and to click on the conversation window to activate it again. It's kind of like a hang-up, but instead of clicking on a join button, the user just has to touch the open conversation window in their browser.

Additionally, the conversation window only stays attached to the Firefox window you opened the convo in. If an LG opens a new window, it can cover the conversation window. I think active conversations should span windows as well. So no matter what Firefox window you are on, it follows you around (I also feel the same about pinned tabs, but that's another discussion).

Thoughts on this?
(In reply to Sevaan Franks [:sevaan] from comment #16)
> So the issue here is that some link generators (LG) don't understand that
> the conversation window being open means you are in an active room. If
> anyone joins the room, they will see the LG on camera. This should be
> resolved two ways:
> 
> 1. Improving notifications that someone has joined your room
> 2. Reminding users they are in a conversation
> 
> Re: Notifications -  Right now a sound plays, the Hello icon lights up, and
> the user receives a system notification. I think a doorhanger dropping from
> the Hello icon would be a better notification mechanism. It remains on
> screen until a user clicks on it or off of it (system notifications
> disappear), and it reinforces the location of the Hello features, training
> users eyes to glance at it.
Yes, a better notification is needed. Another idea may be to open the panel and have the row of the conversation someone is in flash.
> 
> Re: Reminding users they are in a conversation. I suggest that after a few
> minutes the screen dim in the conversation window with a message saying the
> camera has gone idyll and to click on the conversation window to activate it
> again. It's kind of like a hang-up, but instead of clicking on a join
> button, the user just has to touch the open conversation window in their
> browser.
I like this idea. It could be timeout based or also it could happen if you are alone in a room and you put Firefox in the background.
> 
> Additionally, the conversation window only stays attached to the Firefox
> window you opened the convo in. If an LG opens a new window, it can cover
> the conversation window. I think active conversations should span windows as
> well. So no matter what Firefox window you are on, it follows you around (I
> also feel the same about pinned tabs, but that's another discussion).
> 
I kind of think we should not only apply this to Firefox windows but any windows. Skype allows this where you always have a video on top of all others to remind you that you're in a video conversation. Also I feel it would become useful when sharing "Other windows". I think the scenario where you have another window other the Firefox window where Hello is active is the main issue here since you can totally forget that you're sharing your camera.

> Thoughts on this?


> > Re: Reminding users they are in a conversation. I suggest that after a few
> > minutes the screen dim in the conversation window with a message saying the
> > camera has gone idyll and to click on the conversation window to activate it
> > again. It's kind of like a hang-up, but instead of clicking on a join
> > button, the user just has to touch the open conversation window in their
> > browser.
> I like this idea. It could be timeout based or also it could happen if you
> are alone in a room and you put Firefox in the background.

Idle*

And I think both.

> > Re: Notifications -  Right now a sound plays, the Hello icon lights up, and
> > the user receives a system notification. I think a doorhanger dropping from
> > the Hello icon would be a better notification mechanism. It remains on
> > screen until a user clicks on it or off of it (system notifications
> > disappear), and it reinforces the location of the Hello features, training
> > users eyes to glance at it.
> Yes, a better notification is needed. Another idea may be to open the panel
> and have the row of the conversation someone is in flash.

Despite both things dropping, I think a door hanger feels less intrusive than popping out a piece of the UI.

> > Re: Reminding users they are in a conversation. I suggest that after a few
> > minutes the screen dim in the conversation window with a message saying the
> > camera has gone idyll and to click on the conversation window to activate it
> > again. It's kind of like a hang-up, but instead of clicking on a join
> > button, the user just has to touch the open conversation window in their
> > browser.
> I like this idea. It could be timeout based or also it could happen if you
> are alone in a room and you put Firefox in the background.

Idle* (I am staying in a place called Casa Idyll and keep typing that).

Something like this maybe: http://cl.ly/image/2u3M402n182t

> > Additionally, the conversation window only stays attached to the Firefox
> > window you opened the convo in. If an LG opens a new window, it can cover
> > the conversation window. I think active conversations should span windows as
> > well. So no matter what Firefox window you are on, it follows you around (I
> > also feel the same about pinned tabs, but that's another discussion).
> > 
> I kind of think we should not only apply this to Firefox windows but any
> windows. Skype allows this where you always have a video on top of all
> others to remind you that you're in a video conversation. Also I feel it
> would become useful when sharing "Other windows". I think the scenario where
> you have another window other the Firefox window where Hello is active is
> the main issue here since you can totally forget that you're sharing your
> camera.

I think always on top could be an option for when the conversation is popped out or undocked (something else I'd like to have done soon is the give users the ability to undock the conversation window from the bottom corner).
I marked this bug as a blocker of bug 1138445 since this should be addressed as part of the visual refresh.
RT's validating that UX refresh addresses and either keeping or closing.
Flags: needinfo?(rtestard)
Bug 1179163 deals with visual refresh and should help make this better.
I am lowering the priority on this bug until we can confirm (through user feedback or user testing) that this is fixed).
Flags: needinfo?(rtestard)
Priority: P2 → P4
Rank: 25 → 41
Whiteboard: [UX]
Support for Hello/Loop has been discontinued.

https://support.mozilla.org/kb/hello-status

Hence closing the old bugs. Thank you for your support.
Status: NEW → RESOLVED
Closed: 8 years ago
Resolution: --- → INCOMPLETE
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