Experienced a bug or pain point whilst using the LAEP+ app, and want to report this to us? This article is for you!
The first step for users to report a bug or pain point is to contact us via the Help Centre. If you aren't sure on how to access this, check out this article!
Accessing the Report a bug or pain point chat
To report a bug or pain point, you first need to initiate a conversation - do this by either clicking on the 'Send us a message' button in the Help Centre home page, or by going to the 'Messages' tab at the bottom of the chat interface - which will take you to a repository of all previous conversations, and also presents a button to start a new conversation.
If you aren't logged in to the tool, you'll first need to enter a few details to help us identify where the pain point or bug is being reported from.
For reporting bugs or pain points, select the 'Report a bug or pain point' option.
Bug or pain point?
At this point, the Help Centre chat flow will assist you in reporting the bug or pain point. You'll first be asked whether the problem you are reporting is a bug or a pain point.
A bug is defined as an explicit problem where a feature or data in the tool is not behaving as intended. For example, you spot an error in data, a mistake in some written content, or a feature is not working as it should. Bugs are typically more functionality-focused and well-defined.
A pain point is defined as an inconvenience caused by the usability or a functional part of the tool. For example, data may take too long to load, navigation in the platform is confusing, or some guidance in the tool is misleading. Pain points are typically more user journey or usability-focused.
Once you select the option, the chat will alter slightly based on your choice. Let's first take a look at bugs - if you are looking to report a pain point, scroll down to the 'Pain point report form' section.
Bug report form
The bug report form first asks for a summary and details of how to replicate the bug or issue you are experiencing, and then requests an optional screenshot.
Next, the chat will ask for you to input an estimated Impact level. Don't worry too much about getting this correct - our support team will be available to help triage the problem.
The Impact level selection is based on the following table:
Bug Severity rating | Examples |
Minor impact on overall usage | A typo in some written content on the tool, or a low-impact mistake in data e.g. the dataset info for the dataset you have downloaded is incorrect. |
Medium impact on overall usage | You spot a mistake in some data presented on the map, or you sometimes receive an error when performing an action such as creating a chart in Dashboards |
High impact on overall usage | Significant issues with the mapping interface or a feature is broken - for example, attempting to accessing the Progress Tracker section returns an error |
Select the option which you feel best represents the bug you are reporting.
Following this, some more details will be requested via the chat flow - for example, the extent of users affected, and which feature(s) are affected.
Once ready, click 'Submit' to proceed - and that's it! Our support team will then pick up the ticket submitted and may ask some further details via the live chat interface. You'll receive any updates in the chat or by email if you close the window.
Pain point report form
The pain point report form first asks for a brief summary of the pain point - for example, you could enter 'The legend for ___ dataset is misleading', or 'The guidance for ____ is confusing'.
Following this, you will be prompted to add a more detailed description of the pain point - for example, 'With the dataset legend for ___, I don't understand what the colours on the map mean', or 'The guidance section for ____ is confusing - I followed the guidance and I am struggling to complete my task'.
You'll then be given the option to add a screenshot if you feel it helps convey the pain point.
Finally, you'll be asked to select what feature(s) are affected by this pain point - there are options for 'Something else', 'Multiple features', or 'Not applicable'.
Once ready, click 'Submit' to proceed - and that's it! Our support team will then pick up the ticket submitted and may ask some further details via the live chat interface. You'll receive any updates in the chat or by email if you close the window.
We hope this article helped. Stay tuned for more guidance on getting the most from our Help Centre, in the 'Support and contacting us' collection!