On 29th July, we launched an upgrade of our Community site. The changes we have made are to ensure that the Community is working on a much more stable platform so that our users encounter less technical issues and that we can grow and develop the Community in a safe and well-supported way.
We are not where we had hoped to be since launching the upgrade. We are working through a list of bugs and issues which we did not expect to see and these are taking much longer to resolve than we had hoped.
We are grateful for all of the feedback we are receiving from our Community and we are listening. We have been escalating these issues and logging each and every one to ensure that we are capturing as much feedback as possible.
We recently launched a survey, asking our members for feedback about the new site. We had 853 responses to our questions and we wanted to share some of the results. We asked:
How do you feel about the look and feel of the new site?
Overall, 54% of you responded positively to the new look and feel of the site, whilst 24% said they felt either negative, or very negative about the new site.
How well do you think the new site works?
Overall, 52% of you said the new site works very well or well, whilst 25% said they think the new site works poorly or very poorly.
How easy do you find the new site to use?
Overall, 48% of you said that you find the new site very easy or easy to use. 31% said that they find the new site difficult or very difficult to use.
Within the survey, we also asked for you to share anything that you felt could make your experience of the Community better. You said:
Alongside running our feedback survey, you may also see a ‘pop up’ on the side of your screen when using the Community. This is a quick survey run by Macmillan to ask users how they are finding their experience. This pop up is present across the Community, as well as Macmillan’s main website.
The Community has experienced a decline in our Customer Satisfaction score. We believe this is strongly related to the new site upgrade.
Issues and bugs on the site
The Community team are capturing all feedback from the site, as well as feedback sent directly to us (firstname.lastname@example.org) and sent via our surveys.
We are working through a list of bugs and issues as fast as we can and below are updates on some of the bigger issues users are experiencing on the site.
‘Reply’ button working intermittently
Users being logged out frequently
Private Messages not working properly
The ‘Latest’ button taking users to the top of a thread, not the latest post
The above are a handful of the issues we are working through just now and we want to say a huge thank you for your patience. Whilst we aren’t always able to respond on the site, we are reaching out to anyone who has issues through email privately.
What happens next?
We are committed to getting this right for our users and we are working incredibly hard to ensure we get the resolutions we, and our users, want.
The new platform gives us much more stability, and we are grateful to hear all of your feedback. We are doing everything we can and we are really keen to continue to hear from you about how we can improve.
If you’re having any issues on the site, or you’d like to send some further feedback then please don’t hesitate to contact us on email@example.com.
We just wanted to get in touch to say thank you for all your feedback. It is crucial in making further improvements to the site. If you are experiencing any technical issues, please reach out to the Community team by emailing firstname.lastname@example.org or post a question in the Help Group. We aim to get back to you within 2 working days.
You may also find it helpful to read through the current FAQ’s (frequently asked questions) here.
Thank you again for patience whilst we continue to work through some of the issues raised, and please let us know if there is anything further we can do to support you.
Macmillan Community Team
Every time I log in it just hangs. Eventually I give up waiting, go back to start again and find it has logged me in anyway. Then I have to scroll down the page for ages to find a list of my groups. I used to be in 5 groups but could only see 4, no idea how to get to the fifth so I left the least used group so that I can see the others.
I am received 3-5 emails a day and can’t unsubscribe
Still being logged out every time I switch Google pages, and it often requires several attempts before I can get back in.
I feel very pigeon holed in the new format. A lot miss the feed across all the groups when they first logged on and now we have to be members to find our own group. There is no community feel across the groups for me anymore. I have people I like to see that aren't specific to my own groups and I have to go round the houses to find if they have posted or not.
Also why are there no signatures anymore. Is this why we don't see "community champions" or do they no longer exist?
Plus I hadn't finished typing my reply above and just pressed enter for new paragraph and it sent post and no option to edit! I can see now the "Enter to Reply" box has a tick in it again! I switched this off before.
Latest post - date works on iphone but not on laptop to get to latest post.
Text still too small on my iphone!
Too tired to email but today is 18th September and I am still having to log in everytime I load up the site on my Iphone (6s) and laptop (W10).
I'm not sure the new format is more 'stable' as I still get logged off frequently on mobile, usually every 10-15 minutes, often while typing a reply, too! Extremely frustrating.
Thanks for the hard work
Hi Flutterbug,I will send you a private message from our moderator account with some further help right away.Kindest Regards,TomMacmillan Community Team
Hi, No all I can see is your reply that you have just made! I use to be able to find, via my profile, all the posts I had ever made on the site now that feature is no longer there :-(
Sorry to hear you are having trouble finding previous posts. I wondered, if you click the lightening bolt in the top right-hand corner and then ‘View all’, does it help you back to your posts?
If this doesn’t help please post a question in the help group here, or email email@example.com, thank you.
Tom Macmillan Community Team
Sorry to hear your email notifications don’t seem to be working correctly. Would you be able to forward an example of a late notification, with some details of when it came through, to firstname.lastname@example.org?
That way we can investigate the issue in detail, thank you.
My name’s Tom and I’m a part of the Community team here at Macmillan, I hope you don’t mind me responding here.
It’s not actually possible to comment on an email, you can only reply. Replying doesn’t work when sent back to bigger things like newsletters though.
If you are having technical issues, please post a question in the help group here. A member of the team will respond directly.
If you have more general comments or feedback, please email email@example.com, thank you.
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