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Choosing Matrix/Element as a messenger for my family was a mistake. It’s way too complicated. And apparently, the app on smartphones is pretty confusing: Family members repeatedly end up in the settings dialog for the chat room? Since modern UIs are all utter garbage (Which UI elements can be clicked/activated? Nobody knows! Everything is flat!), they have a hard time leaving that dialog, so they call me. And then all the crypto stuff, that no normal user ever understands, and trusted devices, and … oh, fuck off man. I just want a chat.
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To be honest with you, I don’t really like Matrix at all. I think they made some fatal mistakes in their design, architecture and user experience IHMO. I agree with you, the UI is utter garbage. Worse yet is their “server implementation”, it’s actually quite hard to get up and running to the point where I couldn’t even be bothered spending the time.