Interviewer: Shileola Adeniranye
Kunle Bello. Non UMBC Computer Science Major.
User Interview 3 was done via E-mail.
1. Are you more comfortable with resolving issues by yourself or seeking assistance? I am more comfortable resolving issues myself because I always try to figure things out until I get frustrated and I can’t do it anymore; then, I get I seek for assistance.
2. What techniques do you currently employ to resolve IT related Issues? I would say that, I mostly use a troubleshooting method to resolve IT related issues because I have some experience and the moment I can't resolve the issue, I call customer services or technical assistance.
3. What do you expect when using the help menu for a website or application?I will expect every possible faulty related question that will be of help to everybody and also it should be very clear I mean, understandable.
4. Do you read the frequently asked questions for a website or application?Not all the time, because most of the time I might have resolved the issue myself and again I tend to call a technician rather than using the help menu.
5. Are you comfortable with using live chat to troubleshoot issues?I don’t know because I never tried it.
6. Are you familiar with any methods of remote assistance? Yes, talking to a technician (touch-phone system)
7. Will a bad help menu stop you from using a website? A bad help menu will definitely not stop me from using a website because I like to figure it out my self (troubleshooting).
8. Would you feel comfortable troubleshooting via chat and remote software?I would like to try it because I have never used that technique before.