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by GuB-42
243 days ago
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I'd go with bad UI/UX. A lot of progress has been made by acknowledging that people are idiots and that the system has to work around that. Toyota, which went from one of the worst to one the most reliable automaker is known for formalizing idiot-proofing. If the reader was able to read the card both way, there wouldn't have been a problem and no training required. The next best thing would be for the card to not fit upside down. Or have a clear message "try flipping the card". It is not something you should train people for, it should be obvious. I also suspect the reader was in an unusual configuration, because everyone knows how to use smart cards and they probably did what they always do instinctively and it didn't work. On the thousands of times I did it, I don't remember having ever inserted my credit card the wrong way and don't remember anyone who did, it is just so instinctive. For an entire team to miss that, there must be something wrong with how the reader is set up. |
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I have done it lots of times! With machines where you just dip the tip, you're bound to put the side with the chip in, but most machines want it facing up, and some want it the other way. The iconography is only illustrative once you've messed it up at those machines enough times (around me, Walgreens has difficult machines). Readers where you insert the whole card are easier to mess up, too.
> If the reader was able to read the card both way, there wouldn't have been a problem and no training required. The next best thing would be for the card to not fit upside down. Or have a clear message "try flipping the card". It is not something you should train people for, it should be obvious.
I suspect the HSM was an off the shelf component. The real issue with training is that a system with a complex startup procedure hadn't been restarted in 5 years. You should rehearse complex procedures at least once a year, otherwise there's a good chance nobody with experience has done it. Also, maybe someone would have flagged the issue of needing the cards to start the system than grants access to the cards. (Although drill + 1 hour is a reasonable recovery procedure that was obvious and didn't need training, apparently)