fbpx

Progress Report: Student-led Tech Support

We’ve been meeting weekly with students and staff from Golda Meir and Washington High School since we kicked things off this summer. The teams put together a quick survey that went out to students at both schools to capture issues their peers ran into during the first week of school. Those results confirmed a lot of what we heard from students over the summer, with a large percentages of students reporting issues connecting for class, getting their assignments, or having distance learning technology work as expected with at least one class.

The team from Golda is now working on two parallel paths– the first has been to define a process where students can step in to offer help. Most calls now run through a tech lead at the school. She’s been logging the types of issues folks are calling about so that we can get a sense of the volume of support requests. She will also be handing off a sample of those calls for students on the tech team to respond to. This will help us understand how well the support process envisioned works, and what students will need to have in place to respond to help requests.

While those experiments are running, we are using the Lean Startup Canvas to capture the team’s vision for effort. Our first pass focused on defining the customer, identifying what customer problems the team will address, the unique advantages a student-led team brings to bear, and the value proposition for the endeavor. At this week’s meeting we’ll take what we’ve learned from student’s experiments taking support requests to flesh out and refine the model in greater detail. Stay tuned!

Call Now Button