Movement Strategy/Recommendations/Iteration 3/Improve User Experience/es
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This is an archive for draft recommendations. Visit Strategy/Wikimedia movement/2018-20/Recommendations to read the final recommendations. |
Conexión con otras recomendaciones
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Esta recomendación propone la idea de evaluar y realizar cambios a nuestros sistemas de modo sirvan mejor a las necesidades de nuestros agentes. Estas ideas se han tratado en 'Crear Cambio Cultural para Comunidades Inclusivas', 'Promover Sostenibilidad y Resiliencia', 'Proporcionar Seguridad y Protección', y 'Coordinar todas las partes interesadas'. |
La dirección estratégica también establece que “cualquiera que comparta nuestra visión debe poder unirse a nuestra causa”, por lo que debemos esforzarnos por conseguir una realidad donde las personas no se vean frenadas de ninguna manera por necesidades no atendidas o barreras relacionadas con nuestra tecnología y nuestra gente. Debemos alentar a las comunidades a trabajar para dar forma a los proyectos de manera que se ajusten a las necesidades de las personas que los usan y consumen, así como de quienes aún no participan como editores.
Por qué
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For knowledge consumers, focusing on improving the user experience for any Wikimedia platform is strategic when considering technological changes.[2] To focus on delivering engaging, free knowledge consumption experiences, it is necessary to embrace technological advancements.[3] With the increasing diversity of devices, interfaces, and interactions with all sorts of intelligent virtual assistants, we must pay attention to both the information of knowledge and how it is consumed.[4] For contributors, ensuring that everyone is included and has opportunities to learn and contribute is a matter of equity and knowledge integrity; the risk of exclusion has direct repercussions in shrinking the base of contributors and threatening the future sustainability, accuracy, and relevance of the Movement.[5] Having a good user experience is part of the cultural change that we desire for this Movement and guarantees the community's participation and diversity.[6] Participation affects not only the quality of our work, but also the continuity of the project, which often relies on communities whose core editors — both in terms of number of edits and the functional role they occupy — are still the same ones as five to ten years ago.[7] In the current Wikimedia structural reality, content is central with all the processes, tools, platforms, and even communication channels orbiting around it. Though this structure has been successful in achieving popularity and replication across communities, it has also become an obstacle for engaging with other knowledge communities.[8] Having a good user experience requires continually improving on multiple dimensions and taking a more people-centered approach in the way we operate.[9] For example, the first experiences newcomers have and their ability to access learning resources, mentors, or guidance to perform any task is especially crucial for fostering their retention and continued engagement.[10] Ensuring a space free of conflict, or with mechanisms to mitigate conflict, is fundamental and benefits all contributors.[11] The specific solutions could range from hiring staffing dedicated to conflict resolution, to defining clear processes and follow-up practices, to training.[12] Toxic environments[13] can affect contributors based on their individual characteristics;[14] there should be clear understanding in the communities of the existence of toxicity as well as about how to both prevent it and address it if it arises.[15] |
Cómo
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To improve the user experience in both the consultation and contribution to knowledge throughout the Wikimedia ecosystem, we recommend an approach based on several actions. Enhancing the user experience requires following a people-centered, iterative process of research and analysis, proposal and testing of changes, and dissemination of the results among all the stakeholders. In Wikimedia, this involves both the designers, technical developers, and the communities, ultimately responsible for accepting or discarding the implementation of these changes. For this, communities must be aware of the current state of the situation and take responsibility for the platform, accepting and encouraging the changes which address the barriers and needs that prevent their growth, diversification, and participation throughout the world. To raise awareness, we must visualize the degree of satisfaction of every product and functionality in a transparent and findable way, so that they can be constantly monitored by any stakeholder, and receive suggestions for improvement or query the attention of the development teams. In our Movement,[16] the research and analysis of the user experience requires observing the interactions within and outside our platforms to evaluate the impact of a diverse range of both technological and human aspects that affect it, such as the platform technological characteristics,[17] social conflicts,[18] lack of access to suitable learning resources,[19] among others. In addition, it must take into account a diverse range of advanced user roles requiring highly specialized workflows, technical contributors[20] (such as template maintainers or Cloud Services tool developers), as well as those of newcomers and emerging communities. Any changes proposed must be tested to ensure usability and accessibility while safeguarding the privacy and security of users.[21] Feedback from newcomers is particularly valuable for evaluating best practices, as experienced contributors may have already developed workarounds for system limitations.[22] In general, having a wide pool of users who test technology will guarantee good usability, which is especially key for newcomers[23] and is essential to guarantee our growth and diversity.[24] Based on current reported feedback and results, the user experience would improve by including, welcoming, and appreciating newcomers,[25] with easy-to-find and easy-to-access resources, active outreach, and support programs. Mentorship programs, in order to facilitate learning processes, have previously been effective.[26] For all users, transparency of the platform’s functionalities, availability of learning resources and training, and clear reporting channels to escalate access, human, or technological concerns with appropriate urgency (e.g., fix the platform for the visually impaired) are needed. Policies for conflict management must provide methods to deal with issues before, during, and after.[27] The development of solutions to these identified needs and problems must be prioritized with urgency and receive constant attention by developers and designers to ensure the goal of including future communities. To advance the development of new interfaces and other more speculative features, following new technological trends and those on the horizon, we encourage the creation of a new communication space to continue developing the software in coordination with Third-party developers.[28] |
Tecnología
- Involucrar a los representantes de todas las partes interesadas en un proceso iterativo de estudio de la experiencia de usuario dentro y fuera de nuestras plataformas para proponer, probar e implementar cambios.
- Proporcionar mejoras tecnológicas fáciles de usar que hayan sido probadas por una amplia muestra representativa de los agentes actuales, potenciales y futuros.[29]
- Proporcionar interfaces de usuario diseñadas específicamente para una amplia gama de dispositivos, como teléfonos móviles y computadoras, para que los usuarios puedan contribuir en diversos contextos.[30]
- Proporcionar a los recién llegados recursos fáciles de encontrar y de entender, como ayudas para novatos e interfaces de guía que les ayuden a navegar de forma independiente y a aprender a su manera.[31]
- Proporcionar vías de fácil acceso para que los usuarios denuncien incidentes, ya sean técnicos o humanos, y hacer que se aborden de forma eficaz y con la urgencia adecuada, independientemente del idioma o del lugar, respetando la privacidad.[32]
- Proporcionar nuevos mecanismos que permitan encontrar compañeros con intereses, roles y objetivos específicos junto con canales de comunicación para interactuar y colaborar.
- Proporcionar mecanismos para que los usuarios puedan dar su opinión sobre el grado de satisfacción de cada plataforma y funcionalidad, y un método fácil para que todos puedan acceder a esta información.
- Asegurar que nuestras plataformas cumplen con las más avanzadas pautas de accesibilidad (WCAG para la web, mejores prácticas de la web móvil del W3C, etc.), como por ejemplo a través de diversos tamaños de letra para los discapacitados visuales o subtítulos de vídeo para los discapacitados auditivos.[33]
- Facilitar el camino para proponer y crear nuevos wikis (incluyendo nuevas versiones lingüísticas) y reutilizar en estos las funcionalidades de software desarrollados por la comunidad.[34]
- Invertir en herramientas de desarrollo eficientes y manejables para permitir a los colaboradores técnicos crear y mantener sus herramientas.[35]
- Crear un espacio de comunicación para desarrolladores externos para fomentar la mejora de nuestro software con el objetivo de crear nuevas interfaces basadas en tendencias tecnológicas como los navegadores AR o las Gafas IoT que mejoren nuestra experiencia de usuario.
Personas
- Proporcionar formación para evitar conflictos, procesos de mediación y resolución de conflictos cuando éstos se produzcan, y hacer un seguimiento de las mejores prácticas para aplicarlas después del conflicto para evitar que vuelvan a producirse en el futuro.[36]
- Proporcionar un entorno acogedor mediante programas basados en mentores que lleguen activamente a los recién llegados utilizando las mejores prácticas tanto dentro como fuera del Movimiento para ayudarlos y guiarlos a la hora de contribuir. [37]