It’s been a few weeks now since the launch of our new site and subsequent rollback. Our team has had some time to examine the black box data, discuss and evaluate the events that unfolded before, during and after, and develop a plan for moving forward. We’d like to offer our community the following thoughts and “take aways” -
We value your feedback.
We’re working for you.
We want to be the best.
We WILL get it right.
We want and value user feedback – 4 months before launching the new site we began recruiting beta testers via our monthly newsletter and our blog. We also conducted personal tours of the site by phone with users to get their feedback. Following our beta testing period all indications suggested we were on the right track. Unfortunately, following the release of our new site there were many users who expressed concerns about the new design – we listened and responded.
The post launch feedback, along with initial performance concerns convinced us to take a step back and re-evaluate. We have subsequently asked all those who were unhappy with the new interface, who did not participate in the original beta testing to join our beta group. This gives everyone who wants to share their ideas and opinions about how the new site should be designed a chance to be heard.
SiteMeter serves the needs of a very large and diverse group of site owners and bloggers. We have very large well known properties that rely on us as well as smaller sites operated by very passionate technical individuals. We also serve a very large community of people who are just getting started. Regardless of how large or small your site is, we want you to know that ultimately we exist to help you – our services are for you and our time and efforts are on your behalf. Simply put, we’re here for you.
To us it’s also very important that we continue to meet and exceed the needs of our diverse users. We know that the stats desired by lower traffic sites are not the same stats required by higher traffic sites. In fact we know from experience that your statistical needs will evolve as your site evolves. For this reason we have made a conscious decision to improve our current offerings. However, we’re not just interested in the status quo, in just providing the minimum necessary to get by. We want to create a statistical package that is superior to any offered by our competitors.
This decision to provide the best, most useful stats also means that we have to accept certain realities.
No one likes change, especially when it’s forced on us. To ease the discomfort that may occur with navigating a new design and layout we’ll be working towards a soft launch approach. This means giving people a chance to go into the new system, get used to it on their own time, decide on their own terms whether they can adjust to it, and ultimately whether or not they will choose to adopt it.
We also realize and accept that when you have a million users you’re not going to please everyone, but that’s not to say we won’t be trying our best to accommodate every last users wishes. As long we have actionable feedback from you, the chances improve greatly that everyone will be pleased when new product offerings and/or services are released.
Over the coming weeks and months we’ll be reaching out to those who expressed an interest in joining our beta group. We’ll be soliciting you for your honest evaluations and asking you to tell us what we’ve done well, and not so well.
If you’re interested in having your opinions about our new design initiatives heard, and you want to be an active participant in our beta group please send an email to email@example.com with BETA TESTER in the subject line. Please leave us with contact email and your name.
The SiteMeter Team.