2016-23: OpenCCC Account Creation > CCCApply Workflow Problems

Problem / Issue

New students think they’ve completed the CCCApply application after creating their OpenCCC account 

This was one of the CACCRAO Memo Issues (05.04.16).

Additional comments from Diane Traversi in an email to Patty Donohue, 5.2.16:

"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!"

Account Recovery:  "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."

Proposed Solution

• Implement auto-login from OpenCCC Account creation to first page of new Application

Other things we can do:

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? 

Screenshots

Current Screen A:  Account Creation Confirmation 

Current Screen B: My Applications Landing Page

Specific Related 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.