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myNEU Customer Experience Project

Northeastern University is embarking on a strategic cross-functional initiative to replace the current myNEU portal with an experience that provides an enhanced, more social, and up-to-date experience. This project is an opportunity for Northeastern to holistically approach the online experience for all community members, as it is the first, and longest lasting, ‘touchpoint’ during one’s time at the university. Additionally, replacing the myNEU portal is a chance for Northeastern to provide a platform that is flexible, agile, and more tailored to those that use it.

Vision

Replace the existing myNEU experience to provide a social, personalized, customizable, integrated, and cohesive action oriented experience for the user that guides them through their entire lifecycle at Northeastern.

Goals

  • An evolution from myNEU, which is a legacy platform, to a modern experience that provides a personalized customer journey.
  • An integrated and cohesive experience for the user that guides them through their entire lifecycle at Northeastern (Admitted students, Students, Staff, Faculty, Parents, Alumni, etc.).
  • An experience that can be delivered to “any device, any time, any where”.
  • A social experience that enables interaction between community members.

Background

The myNEU portal was launched in 2002 as a centralized location to provide one stop shopping for collaboration and transactions. Over time, it has become a secure and efficient center for transactional processing, and there is a need to evolve it to a center for collaboration and engagement with defined content strategy for the user experience.

The myNEU portal was initially created using technology built pre-Facebook, pre-social media revolution, pre-smartphone, pre-tablet and pre-online streaming video sites. There is an opportunity to have a new online destination that leverages the latest technology to provide a satisfactory experience to customers.

At the same time, customer expectations have changed; today, customers expect a mobile/responsive, dynamic user experience that is more visually engaging, and that is customizable and personalized. The existing portal will be enhanced to be more user-friendly, providing the customer direct, easy, and searchable access to the information they deem important.

Northeastern University today operates on a global scale with multiple graduate campuses in the United States and Canada, international coops, study abroad programs and global research opportunities. All of these areas encompass one Northeastern, and a new portal will support the experience and connections across the world.

Feedback

Students, faculty, staff, and all other stakeholders are encouraged to submit feedback to myNEUfeedback@neu.edu. Feedback will be compiled on a regular basis and presented to the various members of the project team involved with the development of a new customer experience platform.

Completed Milestones

March 2016 – Functional Team Kickoff
April 2016 – Discovery Phase
May 2016 – RFI sent to potential vendors

Updates

More updates coming soon.

myFiles student users | Important Retirement Information – ACTION REQUIRED

In the coming week ITS will begin a phased retirement of the personal web-based file storage site myFiles. Newer, larger capacity cloud-based storage options are available to Northeastern students through G-Apps (Google Drive) and OneDrive for Business. As of April 1, 2016, students will no longer be able to access myFiles through the myNEU portal. For continued access to myFiles visit the direct url myfiles.neu.edu.

ACTION REQUIRED

Please start migrating files to either a local machine or a cloud-based alternative such as:

  • G-Apps (Google Drive) – unlimited storage and access never expires.
  • OneDrive for Business – at least 1 TB of storage and integrates with Office Online, making it easy to share and collaborate with others. Access expires one year after either meeting graduation requirements or leaving the university – the same as myFiles.

IMPORTANT: After migrating files, delete any remaining items and empty the Trash bin within your myFiles account. This will zero out your account and indicate to ITS that your account can be deleted. Accounts that have not been addressed in a timely manner will continue to receive migration notices from ITS and are at risk for data loss when the myFiles service is officially retired.

Questions or concerns?  Please contact the ITS Service Desk at 617.373.4357 (xHELP) or help@northeastern.edu.

ALERT: Phishing Email And Website – NEU-courses.com

Northeastern is currently the specific target of a scam designed to steal money and financial information from members of our community. These criminals are using a process known as “spear phishing” – a highly targeted form of phishing that specifically focuses on a particular individual or group, with the aim of gaining access to your personal and financial information. Please read on to learn more about what to look for, and what actions to take if you are targeted.

Recently, Northeastern students, faculty and staff received emails appearing to be from the address neucourses[at]neu.edu. These emails have a variety of subject lines intended to draw people in, including “Internships and Jobs for NEU students !” and “Important Notice for Northeastern University students.” At a quick glance, the email looks like a new student service offered to assist with the interview process. Links in the email bring the reader to an authentic looking, but fake, site: neu-courses[dot]com.

Spearphising email - June 2015
Screenshot of the spear phishing email sent to Northeastern students, faculty and staff.

The spoof site features the Northeastern logo, university web design elements and even the Empower campaign button. Fake classes are displayed with a Register Now button. This scam is designed specifically to steal money from those who input their information to the linked PayPal checkout.

Spearphishing website - June 2015
Screenshot of the spear phishing website in question

Look Out For Red Flags

  • Phishing emails and websites can be made to look like legitimate communications from Northeastern including university logos, however the text is typically written in poor English, including bad grammar and typos.
  • Hover over links in the email to check whether they are legitimate. If any one does not look like it leads to an official Northeastern website, do not click on the link.
  • If you are unsure whether email is legitimate, please contact either the ITS Service Desk (help@northeastern.edu) at 617.373.4357 (xHELP) or the Office of Information Security (ois@northeastern.edu).

What should I do if I receive a phishing email?

If you receive a phishing email, do not click on any links or open attachments. Delete the email.

What if I accidentally respond to a phishing email?

If you responded to a phishing email with your myNEU username and password, please contact the ITS Service Desk at 617.373.4357 (xHELP) or help@northeastern.edu immediately. If you have responded to a a different phishing email with your financial or credit card information, please contact the issuing bank or credit company for assistance.

Questions or concerns? Please contact the ITS Service Desk at 617.373.4357 (xHELP) or help@northeastern.edu.

Residence Halls To Have 100% NUwave Access By Fall 2015

UPDATE – 8/15/2015:
This blog post was originally published in May 2015, detailing the wireless expansion during Spring 2015. The residential wireless expansion project was completed on August 15, 2015. Current information about secure wireless network can be found on the NUwave service page.


In partnership with Housing and Residential Life, ITS has been expanding NUwave wireless network access within university-owned residence halls. At this time, 28 out of 33 halls have 100% wireless coverage, five of which (10 Coventry, Davenport A, Davenport B, West Village B and West Village F) went live today – May 4, 2015.

The remaining buildings will be completed over the summer and will offer NUwave by late August 2015, in time for Move-In 2015. The NUwave Residential Wireless Expansion Project – Phase II blog post covers the ongoing work and is updated weekly with the progress of the project.

Coming To A Quad Near You – Outdoor Wireless Access
In addition to providing NUwave inside the residence halls, this project includes making the wireless network available outside many buildings on the Boston campus. These new external access points will make it possible to find wifi in the immediate area around more than 15 academic, administrative and residential buildings. Construction will be taking place this summer and details about the new locations will be provided in the September issue of the ITS Newsletter.

Centennial Quad

New Wireless Device Network – NURes-device
Once NUwave is live in your residence hall, you will also have access to a new wireless device network: NURes-device. This network is specifically meant only for devices that do not support 802.1x, and are unable to connect to NUwave – you should still connect your computers and tablets to NUwave for wireless access. It is also important to note that NURes-device is not encrypted, so it is not a secure network.

Apple TV, Amazon Fire, Kindle (first generation), Nintendo 3DS, and Roku devices have successfully connected to NURes-device. Other similar devices may connect, but have not been tested. Wireless printers are not supported, and ITS discourages the use of wireless printers in residence halls, as it is possible for anyone on the network to find and use that printer.

Learn more about NURes-device and how to register to connect to it.

Getting Connected
Wherever there is NUwave access, find it in your available networks, and then enter your myNEU username and password at the connection prompt. You will also need to accept the wireless.northeastern.edu certificate. NUwave only supports WPA/WPA2-Enterprise wireless security. Visit northeastern.edu/its/howto/nuwave/ for details.

No More Wireless Routers!
Once NUwave is available throughout the entire building, students are no longer allowed to set up personally-owned routers and/or wireless access points for three main reasons:

  • Additional non-ITS wireless access points in areas where NUwave is offered degrades the service for both NUwave and the rogue access point.
  • It violates the Appropriate Use Policy (AUP).
  • There are security concerns with the amount of personal information that may be leaked from additional access points. Remember NUwave is a secured wireless network.

ITS recognizes that this maybe be a change for upperclassmen, however this policy will be enforced in all residence halls. Failure to comply with the AUP may result in action by ITS, including: loss of network use; referral to the Office of Student Conduct and Conflict Resolution (OSCCR).