The number of complaints received by the network centres is not high."I can't get on the net."But the root is the problem with the design of the system.——During normal use, students encountered a number of scenes that were not designed in advance to respond to the programme, and the system did not give clear guidance. Students did not know what to do and called to complain.
A typical scenario: students have a license button in their mobile phone with the campus network. Students do all the work because they click the authentication button, but the AP helps them open Portal pages and the real certification is done on the browser. The students see the APP display."Authenticated", the browser was turned off, but actually the authentication page in the browser was not submitted successfully, so he thought he had certified and was using an uncertified access line to access. After a few minutes, the system detected anomalies, kicked him off the line, and he didn't know why, called the network center and asked."Why did I get on the net and break it?"The root of these problems is not technical, but interactive design. To solve them, some mishandling is required in product design: for example, when a student tries to access the Internet without completing the Portal certification process, he gives a clear guide page instead of kicking down or playing silently.
Another high frequency complaint scene is the time when the package will be effective. Some students fill it at night to think it's ready for use, and the system is delayed by a few minutes for some reason."You can't use it with money."The root cause of the complaint is not a failure to pay."How long after the charge is available on the Internet?"The anxiety that a student does wait for before the value is added to his complaint.——I'm gonna do this, too.——It is a page that will be filled or Portal, with an explicit indication of the time frame within which the post-filling policy will become effective, giving students an accurate expectation, rather than renovating the page over and over again in the process of waiting."The strategy will be effective in two minutes."Students will behave differently.
There is also a common complaint that students change their operator's suite without knowing that they need to re-tock their account numbers. They think the operators have changed, campus network will be synchronized automatically, and in fact many of the system's operators are required to manually reconfirm the relationship in Portal. If this information is not sent to the students at the time of the package change, it will produce a batch of items."You can't get on the net without changing the set."The complaints are characterized by a student who is convinced that he or she has done the right thing, and believes that the system is wrong, but actually that the information gap between the two does not know it needs to be handled manually. This is not a function bug, but rather a problem with the design of the message, which requires better user guidance, not code change.
The batch login number is missing a part of the school number and one of the sources of HF complaints. Every year, new students are enrolled in schools, network centres need to import lots into their newer accounts, Excel forms hundreds of lines, occasionally one or two lines of anomalous format lead to an import failure, and the relevant student account numbers are not open for normal use. These students think that they will automatically open up within the prescribed time frame until they discover an anomaly to consult. The team took the report and checked it out much faster than the students called to complain.
The common feature of these problems is that there may be no bugs in the technical system, but there are design blind areas in the user's experience.——The school presents a typical use scene for its students, and the manufacturer makes corresponding guidance and tolerance errors at the product design level. But many of the procurement contracts contain only functional requirements, not user-experienced needs, and the vendor says that when it finds problems,"The contract didn't say anything about that."School can only manage on its own.
If these experiences are to be considered in advance during the procurement phase, one effective way is to add a site-based test to the solicitation requirements. The bidders are required to demonstrate three scenarios on the spot at the bidding stage: first-time certification of the charge-back process, renewal of the meal package before maturity, and cross-school-wide certification processes. Members of the evaluation committee experience more problems than any functional list from the perspective of their students. The functional demonstration is that the manufacturer shows what he knows and the scene testing exposes what he ignores.