Frustration and Summer School 2 - 2014
Posted: Sun Jun 22, 2014 7:26 pm
Greetings!
I'm a bit frustrated right now, so please have some patience.
I do appreciate the new lessons, the availability of the weekly webinars, and the upgrades to LiveCode itself.
That being said, I think the following frustrations highlight opportunities to improve the customer experience.
First Frustration:
Locating an old Forum UserName assigned in 2012
- I just spent 30+ minutes trying to locate an old email I received which assigned me a user name for LiveCode forums back in 2012.
The automated help system which would have allowed me to retrieve the information automatically NEEDED to have both my username and email account.
-- Why? This is not industry-standard. How 'bout just the email which the user then has to confirm that I've seen used lots of places.
I could not CREATE a new Forum account BECAUSE my email was already associated with an account username I didn't choose.
Once I finally tracked down this old email from 2012 and used that username, I could find no way to CHANGE IT to something I want/can easily remember.
-- Again Why not? -- If there is a way to change one's USER NAME, it is not readily apparent
Second Frustration:
This Forum says Summer School 2013, not 2014
Is this REALLY the place for the 2nd iteration of the summer school?
If so, why the heck aren't the 2013 posts happily stored within an archival folder (say, '2013')?
That way people COULD choose to look through them rather than having them clog up the works for people working through this summer's version of summer school -- 2014.
Alternately, a LINK could be posted in 'Week 1' of the current Summer School to the previous iteration...
Again, IF this IS the right place, the content between 2013 and 2014 does not appear to be identical, so why would the forum simply be re-used?
If this is not the right place for Summer School 2014, why can't I find a 2014 Summer School post?
Third Frustration:
Attention to Detail and Helpful Customer Design
While I appreciate the time taken to develop the lessons, webinars, and forums, it seems attention to detail and good up-front communication is lacking or could be stream-lined. Rather than making people do extra work to find or discover things, HELP your customers to get the most out of things they have purchased.
The above "work" to get access to the forums is one case in point.
Another case in point is having to complete two webinar requests for this past Wednesday, because my first request was not acted upon.
As a teacher using LiveCode as one tool to help students develop apps, I have first-hand experience creating materials.
I also have a high standard for making sure online resources are readily available, clearly marked, and students know how to access and use them.
I'm a bit frustrated right now, so please have some patience.
I do appreciate the new lessons, the availability of the weekly webinars, and the upgrades to LiveCode itself.
That being said, I think the following frustrations highlight opportunities to improve the customer experience.
First Frustration:
Locating an old Forum UserName assigned in 2012
- I just spent 30+ minutes trying to locate an old email I received which assigned me a user name for LiveCode forums back in 2012.
The automated help system which would have allowed me to retrieve the information automatically NEEDED to have both my username and email account.
-- Why? This is not industry-standard. How 'bout just the email which the user then has to confirm that I've seen used lots of places.
I could not CREATE a new Forum account BECAUSE my email was already associated with an account username I didn't choose.
Once I finally tracked down this old email from 2012 and used that username, I could find no way to CHANGE IT to something I want/can easily remember.
-- Again Why not? -- If there is a way to change one's USER NAME, it is not readily apparent
Second Frustration:
This Forum says Summer School 2013, not 2014
Is this REALLY the place for the 2nd iteration of the summer school?
If so, why the heck aren't the 2013 posts happily stored within an archival folder (say, '2013')?
That way people COULD choose to look through them rather than having them clog up the works for people working through this summer's version of summer school -- 2014.
Alternately, a LINK could be posted in 'Week 1' of the current Summer School to the previous iteration...
Again, IF this IS the right place, the content between 2013 and 2014 does not appear to be identical, so why would the forum simply be re-used?
If this is not the right place for Summer School 2014, why can't I find a 2014 Summer School post?
Third Frustration:
Attention to Detail and Helpful Customer Design
While I appreciate the time taken to develop the lessons, webinars, and forums, it seems attention to detail and good up-front communication is lacking or could be stream-lined. Rather than making people do extra work to find or discover things, HELP your customers to get the most out of things they have purchased.
The above "work" to get access to the forums is one case in point.
Another case in point is having to complete two webinar requests for this past Wednesday, because my first request was not acted upon.
As a teacher using LiveCode as one tool to help students develop apps, I have first-hand experience creating materials.
I also have a high standard for making sure online resources are readily available, clearly marked, and students know how to access and use them.