In these tasks, the pupils are confronted with the following story:
On Saturday, Emma has no plans for the first time in 5 weeks. She always enjoys this free time and likes to browse online shops on her mobile phone. She has just found a nice jumper on Zalando and as it is in promotion, she orders it straight away.
She spends the rest of the weekend looking forward to the parcel being delivered by the post office. On Monday, she receives an email from the post office informing her that the parcel could not be delivered because important delivery information is missing. The e-mail asks her to enter the missing information via the web form. All the anticipation fizzles out because this means an additional delay in delivery. She fills in the web form so that this does not drag on any longer.
The next day, the parcel containing the new jumper is delivered and she puts it on straight away. It fits perfectly and she puts together various outfits in her head to match the jumper.A week later, Emma finds a letter from Zalando with an invoice for CHF 1340. The invoice also includes an order confirmation, but she has not ordered the items listed there. On closer inspection, she realises that the recipient’s address has been changed and a surcharge for express delivery has been purchased.When she tries to log in to Zalando to investigate, her password is not accepted. This happens to her often, so she has it reset. In fact, there is an order in her user account that Emma has not placed.
“This can’t be true!” she thinks to herself and calls Zalando’s telephone support. They assure her that the items have already been delivered and collected and that Emma has to pay the bill.
Once the students have completed this story on the learning platform, they will be able to answer the following questions. Can you do the same?
- How did this happen?
- Who placed the order?
- Where in the story did Emma make a mistake?
- How could she have prevented this mistake?
- What tools would have helped Emma to prevent this mistake?