OpenCCC Account Creation & CCCApply Workflow Problems

Problem / Issue

** This change request is in progress. Patty compiling and documenting request, and gathering data elements for survey - Helpdesk and college support services will be administering**  

The fact that students still keep making the mistake of thinking that once they start an Open CCC Apply account that they are done with the application – I hear this a hundred times a week! 

· That they filled out an Open CCC Apply application for another college some time ago and they can’t remember their log-in information or answers to security questions to apply to our college.

· Students who are English-Language Learners (ELL) are confounded by the questions about gender, sexuality, etc… -

These are just a few of the topics that I continue to field questions for and listen to complaints about. I was envisioning perhaps a panel that could come prepared to contribute their experiences and possible solutions either from each other or that Open CCC Apply could assist in addressing. Please feel free to contact me if you would like to discuss further – I am thinking that if our population is experiencing these obstacles that others may be too.  

Specific Issues:

• OpenCCC Helpdesk reports that X% of incoming support requests pertain to Account Recovery (all recovery issues) in 2015 (get data for 2014, and 2016 too)
   
• OpenCCC Helpdesk reports that X% of all incoming support requests pertain to students who DO HAVE a CCCID, but DO NOT have a submitted application on file (for any college).
  **This indicates that they made it through the Account creation process but got stuck or confused as to the next step, which is creating and submitting an Application for Admissions to XYZ College. 
   
• OpenCCC Helpdesk reports that X% of all incoming support requests pertain to Username recovery issues
• OpenCCC Helpdesk reports that X% of all incoming support requests pertain to Password recovery issues
• OpenCCC Helpdesk reports that X% of all incoming support requests pertain to Security Question issues.

• Colleges report that X% of students can't remember their security questions and therefore cannot recover their account UN or PW.  Need better way to reset password or access account. 
• Colleges report that X% of students have a CCCID but did not follow through with the Application - due to lack of clarity of process. They think they are done after Account Creation.
• Colleges report that X% of students are getting stuck in a loop when they try to access My Applications by logging in to OpenCCC Account. There is no link from My Account to My Applications.
  **This creates problems for students AND support services.  
  **NEED** data to support the number of support calls on THIS issue (access to My Applications) this AND need to post FAQ in support site. Guide your students to My Applications via the APPLICATION URL (For CCCApply My Applications, students should go to college website and click on the application link/url. They will be taken to the Shib Sign-In page. At that point they can Sign-in to get to My Applications, or click on Account Recovery links (I forgot my Username or Password).  
• OpenCCC Helpdesk reports that X% of all incoming support requests pertain to Username recovery issues
• OpenCCC Helpdesk reports that X% of all incoming support requests pertain to Password recovery issues
• OpenCCC Helpdesk reports that X% of all incoming support requests pertain to Security Question issues.

Proposed Solution

Research data is needed to better understand the scope of issues.

• Need data on "where" in the application process are students getting stuck or stopping the process
• Are they stopping on the Account Creation Confirmation screen (see below)?
• Are they stopping when they land on the My Applications page (see screenshot below)? 
• What are they doing after Account Creation?
• Are they clicking "Continue" and moving forward to My Applications? What are they doing at that point?
• Are they signing out correctly? 
• What are they doing when they try to sign back in after stopping the original process? Are they going to the right URL?
• Where are they trying to sign in after stopping the original process? 

Need template of standard survey questions for Helpdesk reps and for college support services reps - with screenshots

Need to post FAQs on support site with information that can help guide Colleges with best practices for guiding students through the proper workflow until issues are identified and resolved.

Notes

Supporting Documentation