Bluetag, well done for getting the season ticket scanning right. Most people work on autopilot and muscle memory. For quite a few years now we've been used to putting the season ticket card in the slot which is where the recognition device to scan the card used to exist.
The card has changed to now be a chip and pin style card so the old NFC reader wouldn't work, hence the need for a new style NFC reader. Nowhere in any communication was this listed so many people just put their card in the slot as that is the way it used to work and as humans we are very good at getting our brains to work efficiently with muscle memory to minimise effort.
Many would have realised their mistake after a few tries and tapped the reader, others didn't. These delays were significant enough to create a delay in crowd flow. This could have been picked up using a matchday simulation of the new system, something that is obvious in retrospect to those in charge at PFC but obvious in advance to anyone used to break testing new systems. This would have identified this issue and then visual prompts on the day alongside prior communication could have been put in place which would have eradicated a large number of the issues as it would have acted as a trigger to prevent the automatic response at the turnstile.
So people not realising they had to tap and not insert is nothing to do with them being bright, it's because their brains work efficiently.
The card has changed to now be a chip and pin style card so the old NFC reader wouldn't work, hence the need for a new style NFC reader. Nowhere in any communication was this listed so many people just put their card in the slot as that is the way it used to work and as humans we are very good at getting our brains to work efficiently with muscle memory to minimise effort.
Many would have realised their mistake after a few tries and tapped the reader, others didn't. These delays were significant enough to create a delay in crowd flow. This could have been picked up using a matchday simulation of the new system, something that is obvious in retrospect to those in charge at PFC but obvious in advance to anyone used to break testing new systems. This would have identified this issue and then visual prompts on the day alongside prior communication could have been put in place which would have eradicated a large number of the issues as it would have acted as a trigger to prevent the automatic response at the turnstile.
So people not realising they had to tap and not insert is nothing to do with them being bright, it's because their brains work efficiently.