Post by josephk on Jul 8, 2016 22:19:57 GMT
When I get asked to diagnose an issue, the user typically already knows what the problem (and sometimes solution) is - or so they think. Not always so. I've been battling IT problems all week - people are first to jump and say it is something a special project did that cause the problem (or in Beme's case, the developers).
Not necessarily. It is my best practice to always listen to the customer's claim (my customers are internal department/company people), assure them I will look into their specific thought process (they just might be right!), and examine all other scenarios that might be taking place too that might be giving them heartburn.
In the case of Beme, how well do you really know the app? Your settings? What those settings actually mean?
It is clear that Beme is still in early Beta still. The version for iPhone's prior to me was really an alpha or pilot. In this time period, what a developer thinks in their mind as being straight forward is often a complete nightmare for end users. I get constant feedback on my applications and tools all the time just like that. Little nits that make me wonder, "is the user insane?" The reality is, that through constant feedback, a good developer will update those things to improve them as time goes by.
In recent events, it is clear that reactions have a two fold problem directly related to settings that may not be clear to end users when they were initially set up and labelled. Emphasis on labeling: Receive notifications from users who you don't follow. The problem here is that it says "Everyone can react to my Bemes." Instincts would tell you that by that switch being "on", users would receive messages from anyone, regardless. How is that a problem? I'm not sure, but somehow that simple piece of information isn't so clear as I have had this very issue with others often. I react to all of those I follow for the most part and those on Discovery. It doesn't help that the Dev is still sending a notification just to then delete the reaction - that's a no no. Disallow reactions = no notification period.
So is the problem lack of clarity? A dysfunctional Google Material Design flaw related to the physical switch? (Google should really reconsider this to be either a Yes No switch like iPhones.. I'll give Apple credit for that one.) or simply forgetting that the User set up their account this way in the first place?
Not sure - but the key take away is this for users: start at the basics. Think through the scenario and check account settings. Ask, is the app or is it your phone.. Try restarting your phone (I prefer a full power off, let sit for a minute, then restart to wipe out short term memory bugs).
Lastly, come to me with the problem. Leave the solutioning to me.
Not necessarily. It is my best practice to always listen to the customer's claim (my customers are internal department/company people), assure them I will look into their specific thought process (they just might be right!), and examine all other scenarios that might be taking place too that might be giving them heartburn.
In the case of Beme, how well do you really know the app? Your settings? What those settings actually mean?
It is clear that Beme is still in early Beta still. The version for iPhone's prior to me was really an alpha or pilot. In this time period, what a developer thinks in their mind as being straight forward is often a complete nightmare for end users. I get constant feedback on my applications and tools all the time just like that. Little nits that make me wonder, "is the user insane?" The reality is, that through constant feedback, a good developer will update those things to improve them as time goes by.
In recent events, it is clear that reactions have a two fold problem directly related to settings that may not be clear to end users when they were initially set up and labelled. Emphasis on labeling: Receive notifications from users who you don't follow. The problem here is that it says "Everyone can react to my Bemes." Instincts would tell you that by that switch being "on", users would receive messages from anyone, regardless. How is that a problem? I'm not sure, but somehow that simple piece of information isn't so clear as I have had this very issue with others often. I react to all of those I follow for the most part and those on Discovery. It doesn't help that the Dev is still sending a notification just to then delete the reaction - that's a no no. Disallow reactions = no notification period.
So is the problem lack of clarity? A dysfunctional Google Material Design flaw related to the physical switch? (Google should really reconsider this to be either a Yes No switch like iPhones.. I'll give Apple credit for that one.) or simply forgetting that the User set up their account this way in the first place?
Not sure - but the key take away is this for users: start at the basics. Think through the scenario and check account settings. Ask, is the app or is it your phone.. Try restarting your phone (I prefer a full power off, let sit for a minute, then restart to wipe out short term memory bugs).
Lastly, come to me with the problem. Leave the solutioning to me.