Super User

By

Steve Kiarie

• Problem: Technological literacy and basic literacy issues, also multi-language issues…

• Idea:

• Peer to peer level tutoring on how to use a device, its features, menus and the applications on it.

Solution description

• Peer to peer level tutoring on how to use a device, its features, menus and the applications on it.

• On device mechanism to identify what a uses interacts with often and how good he is getting at it. (user behavior on different applications and areas on the devices )

• Determining efficiency in task performance. E.g. mapping of shortest route to achieving a task based on number of test, quality of results, frequency of use,

• Prompt user with suggestion to enlist to the service as a peer tutor. By registering, the user creates a profile, with such information as language, location, which is used in the matching process.

• The pool of enlisted peer tutor becomes a crowd-sourced data center for user support on mobile devices and applications

• User support/help desk requests are matched and queued to these peer tutors.

• Some of the criteria for matching are location and language allowing for multilingual user support services extension.

• User behavior monitoring on usage of the device, its features and applications determines who is a tutor

• Online service with user profiles.

• Queuing mechanism of requests to tutors. E.g. Areas with few tutors, urgency of request, availability of the tutor, etc.

• Mapping and routing of calls.

Overview

Tutors

Person A

Active user Application

Person B

TutorUser

To become a tutor a person

can join volunteer , the

system also can prompt a

user to join the application

the registers into the system and become a

tutor

for the user who joined by volunteer the system prompts

them to undertake some tests to test there level of competency

The tutor and user,have have two ways of communicating ,1.audio2. remote access

when the user has , problems with

his device, application, he speed

dials in the application and gets

connected to a tutor

a user installs the

application then enters basic

information like his location

and preferred languages

Logic Flows

Tutor using the application

Tutor

Yes

No

Register?

Download application

Yes

Text

Audio

Remote access

No

Install Application

Text

Audio

Remote access

Define

Settings Install

Application

Super User : Use Cases

How We Recruit Tutors

User Volunteer to be a tutor

• Simon is a student at university of Nairobi undertaking a bachelors degree in computer science

• He is a member of various IT forums , where he gets ideas offers help when posted in the forums

• He learns about active users in one of the forums he is involved in

• He goes to the service and registers as the super user tutor

• He registers , inputs his basic information ,

• The basic information entail ,his names ,age ,preferred languages , location and phone number

• He also enters applications that he wants to be a tutor

• He enters three applications , one he indicates his competency level is expect , and the other two

He enters as an intermediate

• the system gives him a set of questions for him to answer to determine his competency level of all the applications as he has indicated

• in the calendar he picks days that he is available those are days that he doesn’t have classes and he doesn’t need to study

• On completion he downloads the applications

• soon after starts receiving calls from users on various areas of the applications he had indicated , that they need help in.

User prompted to be a tutor

• Danni boy is a senior software developer at Corner baridi company • He owns a Nokia N8 for 1 year that he has been using • Nokia N8 has logs to there server that they collect data (user behavior)• From these data they are able to determine , competency level of various users who are using the

device • They check:

• Frequency of using different areas of the device• Ease of completion task • Shortest route they use

• Danni has been using his media player a lot and data collected from his usage indicate he is a suitable candidate ,

• the application prompts him to join active users , • The prompt is a basic information about active user , what it does and how to join by registering to

the system to be a tutor • He accepts the request and a form pops up for him to fill his basic information (names ,age ,preferred

languages , location and phone number )on completion on registering the application is installed on his device

• Hence becomes a tutor and connected to users on days available as per his calendar • The system continue to monitor his user behavior on other areas of his device and discover he is

good at setting up network configuration on his phone , so it notifies him cause he is registered the information is simply added to his profile and becomes a tutor

How useful it is to user

• Caro is a working single mother of three ,

• She buys nokia E71 to help her manage her hectic life (reminders and emails etc)

• She has never used nokia E71 before hence having a hard time navigating and using it

• A friend tells her about active user and she installs

• And cause it is optional to register , she decided not to register

• Hence every time she gets stuck using her nokia E71 she speed dials “5” and automatically opens the application

• And she is able to get connected to the server and get connected to a tutor who assists her

• She later learns registering helps one define settings like preferred languages, rate tutors and also tag favorite tutors hence connected to them directly

• So she registers

Benefits to a tutorwhat they will be gaining

• Henry is a tutor , in active user application

• Is a tutor in N8 network configuration

• He is highly rated by users who are connected by him and many of them have tagged him as there favorite tutor

• Henry can view his profile form the service and monitor his rating

• For every rating he gets he gains points ,

• The system monitors the points when he reaches the minimum points to gets rewarded he is rewarded and encouraged to do more cause each level the rewards become bigger

• The rewards come in many forms but all depends in different level that the points get

Henry Mark

Super User

21 years old

Nairobi

Kenya

Member since 2011

Users helped: 12 users

Likes: 10

Dislikes: 2

Points earned: 20

Amount earned: $200

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