INPUT WANTED: Koodo Community is being redesigned.

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  • Updated 5 years ago
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Hi everyone,

The Koodo Community is being redesigned and we want to hear your thoughts on our first stab: https://c.getsatisfaction.com/koodo

We can't emphasize enough how important your feedback is. We truly believe that together we can build the cleanest smartest forum ever made; where finding an answer is always quick and effort free.

Thank you,

Nathan
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Nathan Roth

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Posted 5 years ago

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rikkster, Mobile Master

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I like the layout, I'll need a little more time to get a feel for the new look but not bad in my opinion.
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Myke

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Nathan, I should mention that since I am no longer a part of the team, you should take my name off the list:

Message from Koodo
Got a question? We're here from 9-9pm Mon to Fri and 9-7 on weekends. On duty we've got Ash, Yan, Vince, Tayeb, & Myke.
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Myke

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That does not pull up a full page like it currently does. It has a bunch of other stuff that clogs up the page. I'm talking about a full page of recent topics, like now:

http://community.koodomobile.com/kood...
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Dennis, Mobile Master

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The Recent Conversation is the full page of recent topics.
It's just more cluttered at the top and you have to scroll down to see it.
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Myke

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That's going to be incredibly annoying then. No point in doing the redesign if recent discussions are going to be more difficult to see.
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Nathan Roth

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Recent discussions auto populate for everyone on the homepage. Just scroll down.
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Myke

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I realize that, but it's rather clunky to have to scroll down isntead of having a full page dedicated to recent discussions.
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Aaron Heinrichs

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There's gotta be a pull down tab, somewhere where you can see the topics your specifically looking for......something more user friendly. Although, its pretty good now, almost doesn't need a tweek.
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Nathan Roth

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Are you looking for an easier way to see all the categories (e.g. Android)? Or do you miss the black 'How it works' tab?
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Dennis, Mobile Master

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Love how the tags now appear under the question.

However the search function has changed.  I searched the same thing under both communities and I get different results.
Also the new search results do not highlight the search terms and I dont think they search through or display the search term in the topic's replies.  I think this will limit the searching capabilities of the community.

I like how it shows when the question was first posted.  
But like Ivan said I would like to also see who posted the last reply in a topic like it currently does.  It helps me if I see my name so I dont checking on that thread if I know I was the last to reply
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Chad Burr, Mobile Master

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Agree to the two fine gentleman above me
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Mayumi, Mobile Master

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Ummm. I’m actually a woman.(^_^)
I know my previous name confused some people...
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Dennis, Mobile Master

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^^
I always thought Mayumi was a lady's name
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Chad Burr, Mobile Master

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My sincere apologies Mayumi
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Mayumi, Mobile Master

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Don't worry about it. :)
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mattjs

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It would be great if Koodo didn't use get satisfaction, and instead built the community themselves.

It seems like everytime a good suggestion is made to improve things around here it has to be run through get satisfaction first, in order to determine feasibility.

I'd love to see the points/scoring removed personally, but I doubt that will happen.
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Nathan Roth

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As a value carrier we have to keep costs low. We would need a whole department the size of Get Satisfaction's engineering staff to create our own community. Unfortunately, these increased costs would be passed on to customers in the form of rate plan hikes which I think we can all agree isn't ideal.
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Nathan Roth

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If you don't want to see points/scoring, just use this link https://c.getsatisfaction.com/koodo  :)

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Mayumi, Mobile Master

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I want to see the "'Recent Conversations" on top when I open a page.
I like that questions are categorised, maybe it can be on the side of the page...
I also would like to see who posted the last reply in a topic like Ivan and Dennis said.
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Nathan Roth

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I feel the same way. Does anybody use the categories often?

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Dennis, Mobile Master

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Rarely. But I think with it out in the open I may use it to search or find older posts
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Chad Burr, Mobile Master

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Agree as well. The Categories don't need to be on top like that. Recent questions should have priority
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Nathan Roth

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This might be my top ask. Moving it into the right column so that 'Recent Activity' is pulled up allowing customers to dive right into the conversations. Browsing is much more cumbersome relative to the search bar.
(Edited)
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Khylah Krug

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I like it! It would take time to get used to, as most things do, but I definitely would say it's an improvement from our current Koodo Community site. :)
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Nathan Roth

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Thanks for the feedback Khylah. If you see any way that we could make it better, please let us know.
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Dennis, Mobile Master

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Does the new site auto-refresh so we know if someone responded before we are able to complete a reply/comment to prevent posting similar answers?

If not, I think that would be a definite request
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Nathan Roth

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That's a great point Dennis. I'm not sure whether that's technically possible without losing what you've written so far. Fingers crossed.
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quasarito

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+1 this idea. It would be good to know if someone has replied to a question before we reply so that there is no redundancy. It looks bad when two or more persons posts the same answer within seconds of each other unintentionally. I know when it happens to me, I feel like I'm just parroting the other person's reply.
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Nathan Roth

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I'm thinking perhaps this is handled in the same way that Facebook does. When you get a new notification or new updates, the page let's you know without having to refresh:
 
OR 


When a user clicks on either of these, they get a warning saying that if they continue the page will refresh and they will lose what they've written. This gives users a chance to copy and paste what they have so far while also checking if it's become redundant.

Thoughts?
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Dennis, Mobile Master

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With facebook the list of comments refresh but you wont actually lose your currently being typed comments. So it's not a true page refresh.

So basically if we can live refresh comments (as its own element) but the dialogue box is part of the page that doesnt get refreshed. And then when a comment from the dialogue box has been posted, the comments refresh automatically (as they are posted into the live refresh comment element now)
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Nathan Roth

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+1000,000
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Some random Mobile Master, Mobile Master

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I need to make this comment first: 1 second after I clicked the link, I immediately thought I was on T-Mobile's website because of the color scheme. It may be just me though. The layout looks nice, I'll keep digging in to have a more educated opinion :P But so far, except for the T-Mo shock, it looks nice!
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Some random Mobile Master, Mobile Master

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I don't hate that color myself, it doesn't cause me too much eye fatigue either. It just came through as a bit too much like T-Mobile though :P
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Dennis, Mobile Master

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My Text ringtone is the T-Mobile sound :)
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Some random Mobile Master, Mobile Master

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Hey, I got my Lumia 521 through them when I went to NYC 2 weeks ago :P (needed the 521 instead of the 520 because it's AWS compatible and I use Roam Mobility (runs on T-Mo's network) when I visit the States). They're a nice bunch, but when I told the lady I would just unlock it and use it with Koodo, she looked at me and said: "who?" I paid my phone and left, hehe :P

Oh... And I like T-Mobile's girl in the ads too :P Look up Carly Foulkes (she's Canadian btw!)

Note: If anyone else gets a Lumia 521 instead of a 520, be aware that they are NOT identical regarding cases and/or screen protectors... Same width, same thickness, but just a tad longer! :(
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Nathan Roth

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She looks a lot like Mad Men's Jessica Pare.

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Some random Mobile Master, Mobile Master

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...and that's a very good thing Nathan, lol! :D
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quasarito

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I don't like that I can't CTRL-click or SHIFT-click a link so that the conversation opens in a new browser tab or browser window.

Also, where can we add a product or tag to the conversation? I can't find it.
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Nathan Roth

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I like to open up multiple conversations at the same time as well - I hope they can change this.

Do you often add a product or tag? Is this useful? It looks like only the original poster, Koodo reps and admins can add these in the new design.
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Chad Burr, Mobile Master

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You can always right click a link to have it open in another window.
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Curtules

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If your mouse has one of those track-wheels you can usually click that to open in a new tab. It works for me anyway.
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Dennis, Mobile Master

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You can, but it's a minor annoyance as I have a macbook touchpad
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Moto G

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Would like to pick, from where I left off. i e., I am on page 3 of Forum and read question/answers. Then i use soft key back, which brings me back to first title page, forcing me to use Forward button to get back to 3 so that I can continue reading, from where I left off.
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Nathan Roth

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That's a good point. The 'view more' option really adds a lot of extra work for those trying to help others.
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Robert, Mobile Master

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I've got 2 suggestions

1) Give the ability to see the topics we've recently replied to. Maybe a notification system?
2) Has already been said, but see the last poster of the topic would be something good
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Nathan Roth

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1) Just hit 'FOLLOWING' in the blue bar of the main page. Let me know if that works.
2) Agreed. I don't think 99% of users care since they're just coming to find an answer, but the remaining 1%, the super users that like the help others, would find it useful.

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Chad Burr, Mobile Master

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Item one is available in your dashboard and sorted by time of last reply



Item two I totally agree with.
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Nathan Roth

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1) Just hit 'FOLLOWING' in the blue bar of the main page. Let me know if that works.
2) Agreed. I don't think 99% of users care since they're just coming to find an answer, but the remaining 1%, the super users that like the help others, would find it useful.
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Nathan Roth

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Definitely agree with you there. We either need to get Mobile Masters access to the back-end management tool OR improve the front-end for super users.
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Dennis, Mobile Master

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I choose Front-End haha
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Nathan Roth

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How does everyone else feel? The back-end is much more robust and easy to customize. Check it out.  

Short version:
https://www.youtube.com/watch?v=R0bKL7o0GVY

Long version:
https://www.youtube.com/watch?v=RIw9QN4wBa4
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Robert, Mobile Master

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Very interesting and appealing! Can't wait to see it implemented!
(Edited)
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Nathan Roth

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It's already in place for our reps. Just trying to figure out how to get it to the MMs.
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Nathan Roth

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Adding comments from two Mobile Masters:

"Oh and very happy that all the comments are already expanded" - Chad Burr

"I don't like that it's not as easy to open many topics in separate tabs and just hammering through them. I would have to right click each one instead of using command click and since I use a track pad, not a mouse it's slightly annoying. In fact I just lost a post due to this as I went to open the "koodo" link in a new tab and it opened on the same page... annoying.." - Jorden Clarke

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Nathan Roth

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I've noticed that I can edit or remove some of my comments but not others.
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Curtules

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Having the ability to crop our profile pictures would be pretty cool. It's entirely aesthetic but...I like things to be beautiful?
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Nathan Roth

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It would be a nice feature. 
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Robert, Mobile Master

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Remember me option at log in?
(Edited)
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Dennis, Mobile Master

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+1
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Nathan Roth

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+1
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Mayumi, Mobile Master

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+1 as well :)
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Mayumi, Mobile Master

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Do we need "Recent Contributors"?
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Nathan Roth

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I agree that it is unnecessary and simply acts as a distraction. Hopefully we get the option to remove it and replace it with the current 'leader board' and 'activity feed' which do a much better job of showing who is contributing the most while also proving to new members that the community is buzzing.
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Robert, Mobile Master

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Also, having a little background around those boxes would be a good thing in order to keep everything clean. Plus, the bright Koodo colors are missing!


(Edited)
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Nathan Roth

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Eventually our agency will choose the colours and make it all look much more Koodo.
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Dennis, Mobile Master

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OMG there's no more How I'm Feeling section at the bottom of Replies and Posts.  It was one of the fun things about the forum where I could post random thoughts that may not relate to wireless.  If anything I was hoping that would be expanded upon 
I'm feeling :(  but Im making Honey BBQ Ribs right now :)
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Myke

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I've never really used the "how am I feeling" option. Always seemed unnecessary.
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Dennis, Mobile Master

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Agreed. Totally unnecessary... But fun :)
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Chad Burr, Mobile Master

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Myke was feeling indifferent
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Mayumi, Mobile Master

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Feeling section is like a side dish at a restaurant with your friend. (Answering, replying and commenting are this forum's main dish.) So you can have it if you want but it’s not necessary to have. You can share it with your friend sometimes. I can’t explain well ...but it was fun to read it too 
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Nathan Roth

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Haha Chad.
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Daniel Kim, Mobile Master

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personally i like the forum as it is, i just think the forum now looks nicer. maybe its just me:P
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Nathan Roth

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Thanks for the feedback Daniel.
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rikkster, Mobile Master

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Okay, had a chance to test drive the new look a little further...

Categories: I'd like to see all categories shown i.e. Android, BlackBerry, Apple and Windows Phone at all times. I realize you can select 'View All', but for speed and efficiency, I think it would be better to show all four platforms, Android, Apple, BlackBerry and Windows Phone.

We really need to address the fact that under the old system, some community members aren't always mindful of including their devices' make or model number when requesting assistance. There are a lot of devices out there, so it'd be great if
GetSat could add a catch phrase, perhaps something along the lines of "remember to include your device name and model number". This will ultimately save time.

Hover: A way for users to hover over the row of pictographs that appear along the the bottom of the text box. Once a user understands what the pictographs do, they can turn off the hover feature. I realize that if one is familiar with a word processor, the first four or five pictographs are self-explanatory.

B=Bold, I=Italicized lettering U=Underline S = Strikeout text. Chain=Paste url, Camera=Upload Picture, Video Camera=Upload Video, Bullets=Point or Numbered styles. Quotation Mark=Quote a comment, Pre= Preview? I'm guessing this allows you to preview or possibly edit the post prior to submitting?

Java Busy Spinner: Can this be replaced by either the Koodo logo or El Tabador doing cartwheels while waiting for a page to load? The spinner isn't very appealing in my opinion.

RSS Feeds: Would like to see the RSS logo prominently displayed on all pages.

Colours: I think the Koodo colours should stay the same, the bright colours are synonymous with the colours used in advertising and at kiosks or stores across the country. The colours used in the newer layout are somewhat dull and uninviting. The tabs are fine, they give a more modern feel, but a little more colour would look better.

Just some opinions, that's all I have for now.
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Nathan Roth

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Thanks for taking the time to share such a detailed reply :) This goes a long way to helping us improve the community for you and fellow customers.

Categories: 
1) I agree that all categories should be shown and I'd put it on the right-hand column and give it less real estate.

2) I agree that we need to have some customization available to the 'Start a Conversation' page which would save everyone a lot of time. Whether it's a editable text box where we can emphasize the importance of sharing certain details such as the device type OR the ability to make choosing a category mandatory, I'm not sure. 

Hover: 
Being able to turn the hovers on and off is far too complex for the average user. Perhaps meeting somewhere in the middle where the text explanation only appears after a full second which is short enough to make it appear for noobs to help them understand and long enough so that it never appears for power users.

I personally think it's all self explanatory with the exception of "pre" which should be re-visited to make it more clear.

Java Busy Spinner: 
Branding the Java Spinner won't be possible as the design needs to work for all GS communities.

RSS Feeds: 
99% of people don't know was RSS is, let alone use it. It's a great tool however for power users, so I would make it just a little more prominent on the homepage, allowing customers to subscribe to individual categories, conversation types, or the community as the whole.

Colours: 
Branding will occur months down the road once the UX has been finalized. It will definitely look more Koodo in-time.

Thanks again and keep 'em coming.
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Chad Burr, Mobile Master

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Do not ever remove my rss feeds! I know that wasn't suggested but I'm telling you now, I rely on em
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Nathan Roth

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*backs away slowly*
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Nathan Roth

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My turn! Adding a few of my own to get your thoughts on:

1) Add auto-fill/suggest functionality to search bar:

2) Move the company update from the top bar to the top of the 'Recent Activity' feed. It should be pinned there as per Facebook Timelines and Groups.

For one, it provides a cleaner and simpler user experience as there is only one place they need to look. This will also ensure that it is seen by more members and more often as it's where they naturally look for the most recent conversations. Third, it is organic and natural, blending seamlessly into the UX as opposed to interrupting the UX with bright coloured display banner. Fourth, once the KoodoMobile.com header is added above it, it will look very strange as there are white columns on both sides which will be disrupted by this width wide banner/strip. 

3) Allow Mobile Masters (Champions) and Reps to promote correct and complete answers with a single click. Currently for an answer to be promoted it needs to receive 3 likes, stars, or +1's which rarely happens. As a result, customers need to spend additional time wading through long discussions to find the one comment that solves the problem.

4) In this same vein, please rename "Official" answer to "Approved" answer or "Best" answer. This is more honest and accurate as most of our answers come from our awesome customers. 

5) Allow the option to add iFrame widgets into the right column so that we can continue to have our rotating square ads for the Mobile Masters and Koodo Ideas.

6) Offer a clean API integration with Badgeville - game mechanics such as points and badges. This should include a leaderboard widget, pop-up notifications, enhanced profiles, and framed profile pics.

7) Sort experts by comments or stars/likes so that only the most active are displayed. In the example below, we have Michele whom only looks at analytics in the back-end but does not participate in the front end. It would make sense for her now to be shown and sorting is any easy automatic solve for this.  

8) Keep things clean by removing the unnecessary. This includes:
- Stats in the top right corner of the main page and the dead space to it's left (when empty). 
- Message from Koodo (when empty)
- Recent Contributors
- About This Community

9) Allow for widgets to be added to a separate Ideas page. It's a big part of our community and business as it allows our customers to share their ideas with Koodo. Without a little customization, it becomes difficult for Koodo to express messages such as the fact that we do indeed read and assess every idea, that we've implemented nearly a hundred so far, etc. 

10) Allow Koodo to customize the search bar text. Currently it reads "Find or start a conversation" which is not ideal as it puts equal weight on asking and finding. We want more customers to find answers as it avoids duplicates and saves the time of community members and Koodo employees. We like the simpler agnostic version we currently have: "Ask a question"

11) Add a search bar in the right column of individual threads above 'Related Conversations' to allow customers to ask unrelated follow up questions. Most customers find the Koodo Community searching for their question in Google. This would allow them to easily continue to find all of their answers. Currently finding one's way to the homepage is not particularly easy for first time customers.


12) 'Koodo' and the home icon in the top left corner are redundant. Please stick to the home button which is most common.

13) Allow the option to remove the conversation type: 'Problem'. We believe that any problem can be stated in the form of a question which often leads to more positive and constructive conversations, ultimately yielding answers faster. Here are two examples:

Problem - My bill is way too high! C'mon Koodo!
Question - Can anybody help me understand why I've got $5.66 in long distance overage? I have unlimited nationwide calling and have been talking mostly with my aunt in Boston and my cousin in Toronto.






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Nathan Roth

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14) I'm not a fan of the "view more" button. On one hand it allows pages to load quickly since it doesn't pull in everything at once. On the other hand, when you reload the page you're always brought to the very start of the recent activity or thread which forces you to keep scrolling and clicking these buttons to get back to where you were. I can see this getting extremely frustrating, especially in a thread. Here are a few possible solves:
  • Always load the entire thread
  • Always load twice the comments that it currently does 
  • Change "view more" to "view all" so that you only need to hit it once.
  • Anchor the view to where the customer left off (not sure if this is technically possible)
  • Allow customers to select "always view all"
  • Display the most recent comments and add a button to the button to the top that says "view previous" 
(Edited)
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Dennis, Mobile Master

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+1
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Nathan Roth

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Hey Dennis, which of the solves do you like best and why?
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Dennis, Mobile Master

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Always load the entire thread OR Always load twice the comments that it currently does 

This current thread is long and I only had to click 'view more' once
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Nathan Roth

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Ideally it would auto load the rest in it's entirety once you've scrolled to the bottom of the first part.
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Nathan Roth

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15) Ability to 'like' comments just as you can currently like replies. The final and best answer is often within a reply.

16) Ability to make comments 'Official' just as you can currently make replies 'Official'. The final and best answer is often within a reply.
(Edited)
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Dennis, Mobile Master

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+1 for both
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Nathan Roth

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Thanks for the feedback Dennis.

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