Quote by Lapua
Well reasoned questions always deserve at least an attempted answer in my view, so here goes:
1. I think generally speaking its common for customers to be involved in beta testing, that's exactly the point, which is why the dev team ran a beta test from May this year all the way through to October, before deploying the production version last week. To comment that the current version is a beta test isn't true, that's already happened and to characterise it as borderline alpha certainly stretches credulity.
2. Communicating effectively- I completely agree this should be the case, the issue here is HOW to do that? I have seen so many people comment and ask questions about something that the team have pushed message out about to know that most people just flat out don't read them, even when its on the main site landing page or forum and and everyone's feed- how do I know- it's because the mods get to answer the questions about it! If you have suggestions about how to engage members with this, I'm sure the team would be glad to hear them.
3. Why did chat need changing? several reasons that I know about and I'm sure some that I don't, so I'll give you my view:
The existing system was starting to struggle to keep up with the available technology that we all use day to day, a great example of this is the picture and sound quality on the cams- anyone who has used them recently will note how much better the picture and sound quality is, compared to the old version. With the new room able to take advantage of all those HD webcams that are out there, don't believe me? Try taking a cam and opening it up to full frame- I did and it held up very well, even on a 27" QHD monitor, that just wasn't even possible before, let alone with the kind of resolution we're now getting. The old chatroom was also starting to show its age in a number of other ways behind the scenes, its fundamentally been the same on the surface for a long time now, so like everything software related, needed a refresh to keep up with the times and remain current and updatable. It had also started to develop a number of issues which the tech team have successfully managed to patch up and work around over time. After a while a new one, instead of an old one with lots of bolt-ons and plasters stuck on things becomes the right choice. There was also an issue of consistency, you may not have noticed it (which speaks well for the implementation) but the various areas of the site have been updated one at a time, to ensure they all have consistency of use and feel, the chatroom was the last area needing the update. It was also left until last as we all knew it would be the most complicated and time consuming to deliver. I think you'll also agree that more people are familiar with the current chatroom/site structure of functionality, such as the three dots menu system, now common to google and MS based platforms as well as Apple devices, such that new users would have had to learn an outdated menu driven system to make best use of the site, which is clearly a bit backwards.
Now the controversial bit from me- some other sites don't do this kind of thing, they don't invest in improvements to the site and functionality- and lets be honest, it really shows after a while, there is at least one that I can think of still active that reminds me of an old MSN chat group from the early 2000's, which would spoil my enjoyment of it immensely. There is only so long you can maintain systems like that on legacy architecture without it keeling over and dying, let alone the security risk of running something that old. And as you rightly point out elsewhere, paying customers have expectations and a number of those are (rightly or wrongly in anyone's opinion) about look and feel as well as functionality.
4. Interestingly I'd noted the opposite trend in the number of people in the UK landing rooms, such as the pool over the weekend, with over a hundred people in there most of the busy times over the weekend which is significantly more than were in prior to the change. I'd suggest both of our observations on numbers are therefore anecdotal at best and only time will tell in the long term what the effect will be, but I'm willing to bet in a couple of months time, the overall impact will have been significantly positive.
Thanks for taking some time to respond, it is appreciated.
1. I know there was a beta, I took part in it, my point wasn't that you didn't do one, but rather that I didn't see any changes through the beta that addressed the issues that were raised. My impression is that the version launched in the last week or so to production is not materially different to the one in beta, at least in terms of the major failings that make it all but unusable for me, and others. In terms of alpha, vs beta, vs production, I noticed yesterday that if I click on a photo posted in any of the rooms it shows as from an "anonymous user", this is the sort of failing I'm referring to that puts in question it's production readiness.
2. One thing you could have done that would seem pretty obvious to me would be to put an announcement page between clicking the "Chat" link and getting to the chats, something that required the user click another button, therefore increasing the likelihood that they'd see it. Some will, of course, just click through, but at least you'd have done the right thing in communicating to the users that a change is coming.
3. Again, this is all impression, but again, "impression is everything", I don't really notice that the cameras are higher quality, because I can't use them. If I dare to open a camera, the whole system grinds to a virtual halt, clicking on any of the popups takes between 4-10 seconds to popup, if it pops up at all. Switching rooms takes seconds. If I dare to move away from the Chrome tab and return, I return to a black screen for at least 8 seconds while it thinks about redrawing. So, no, I'm not seeing the advantage of the "higher quality cams". As for actually broadcasting, I've tried that once, I won't be doing it again, it was ridiculous, even worse than watching a camera in all the same ways, the tab became so unresponsive that Chrome itself suggested I force kill it.
4. The numbers don't lie, the "Chat (nnn)" link in the toolbar has rarely gotten over 800 since switching. Perhaps one reason you're seeing "more" in Pool is because it dumps you in Pool and Lagoon by default, where the old system used to drop you into other rooms first. The number of rooms has dropped, and the total number of people has dropped dramatically.
I'm happy to provide any additional information that could possibly help in solving these issues, I'm reasonably adept with the Chrome developer tools, and can run any tests you require that might point at the cause of the problems. But from my perspective, this is not fit for purpose as it stands.