Known as the greatest technology sleuth in the city, Detective Dash has been hired by Legacy Bank to solve the mystery of its troublesome customer portal. Follow the case by reading the all of the chapters in his story: Chapter 1,Chapter 3, Chapter 4, Chapter 5, Chapter 6, Chapter 7 and Chapter 8.
Chapter 2: Dilemma of Disinterest
Detective Dash set off to investigate his first suspect: Mr. Shrugs. Why was he simply shrugging and passing things off despite the portal issue causing such significant customer frustration?
Dash began his trek to Legacy Bank. Upon entering, he saw a man with slouched shoulders trudge through the double doors, lackluster look on his face. Instantly knowing this had to be his suspect, Dash quickly followed him and tried to get his attention.
The man made a quick pivot away from Dash, rolled his eyes, and said, “Save it—whoever you are and whatever you want.”
“You Shrugs?” Dash replied.
“Yeah, so?” Shrugs kept shuffling down the hallway. Dash walked along with him.
“Ah, I can tell by your persistence – you’re Detective Dash, aren’t you? What are you doing here? Ms. Meg said you might be bothering me.”
Shrugs stopped at the end of a long dim corridor. The door in front of them had a keypad above the handle.
“Mind looking the other direction?” He asked Dash and nodded back toward the far end of the hallway.
Dash obliged, waiting until he heard the click of the latch before turning around.
Shrugs opened the door and motioned inside in an exaggerated sweep of his arm.
“After you.”
Dash stepped inside, pushing hard against a heavy door. In front of rows of metal racks adorned with blinking lights sat Shrugs’ small desk.
“This your closet?” Dash asked.
The man shrugged. “It’s my team’s – I come down from time to time to check logs and see how things are going.”
“What do you know about the customer banking portal?” Dash asked. “Any idea why some of your customers hate using it?”
“Insulting a man’s work. One way to make friends.”
Detective Dash persisted. “Hmm, you don’t seem to care.” Dash tried to provoke Shrugs. “Perhaps you are the reason your customers hate the portal?”
“Look, I’ve sent emails, made phone calls, you name it. I want this thing modernized as much as the next person.”
“But what?”
“But nothing.” Shrugs shrugged.
“Nothing? You know more than you’re letting on.”
Shrugs shrugged again.
Dash’s eyes narrowed, “What are you hiding?”
Shrugs trundled over to the workstation and began typing commands into the computer. After a few moments, he turned to Dash, who still stood behind the desk, looking over Shrugs’ shoulder.
He let out a big sigh. “It’s important to me too, but I can’t do this alone.”
“Alone? What do you mean?”
“I’ve told my management we need more staff and budget, but they’re not giving it to me! No one is willing to meet me halfway. I’ve exhausted all efforts, what else am I supposed to do?”
“Why won’t they give you what you have asked for?”
Shrugs beckons Detective Dash over to him, before leaning close and whispering.
“The truth is that modernizing Legacy Bank’s infrastructure and apps will take at least two years at our slow pace of software development.”
“Two years, huh?” Dash stood puzzled in the server closet. “Seems like a project of this length should’ve been started by now. Who’s in charge of project timelines around here?”
“You’ll want to talk to T.K. about that—everything around here happens on her watch,” Shrugs answered.
Tune in next week to the adventures of Detective Dash as he continues his search for the culprit behind the customer portal and its poor user experience.
