Update on Khoros Rebranding and Agent UI Refresh

carlos_rosa sandy56006 Cpantelis matt1088 Riddle_Decipher Thank you very much for your feedback on the UI, we do appreciate it.

Many of the changes were driven by accessibility reasons based on the research that our UX team did, including decisions around font size and using dark characters on light background.

Having said that, we are already looking into improvements based on your and other customers' feedback. Some of the items we are evaluating include:

• Better visual distinction between author messages and brand responses
• Adjusting text color for some of the main text elements to make it more readable (while still maintaining the contrast requirements)
• Modify use of the cool-toned grey to help remove the blue light component to reduce eye strain
• Identify opportunities to minimize white background where possible (again, while maintaining accessibility standards) to reduce the overall "brightness" (note that the old UI also had white background for the conversation view which made up for large portion of the screen)

We understand that this is a significant UX change, and are committed to iterate on the styling to help make the transition easier. As we make progress or have updates, we will post them here as well as communicate via usual means through your CS team.

P.S. Riddle_Decipher your issue with the "save" button for community posts is a bug - please file a support ticket so we can investigate and fix the issue.

Thanks for the update! Maybe offer a "theme" option and give a dark and a light theme that you can choose between to stay in compliance with accessibility standards. Just implement a toggle open between the old UI and the current? 

Hey, it seems quicker so far. Can we change the "theme" of it? The customer response and user response theme colours are too close to each other. In the previous version the customers response was white and the user response was yellow. 

matt1088 due to significant differences in the underlying technology layer, it is not possible to provide a toggle between the old and new UI styling. 

krisfelsinger  thanks for the feedback, and good to hear that you are finding the new UI performant overall. We are actively looking into making the distinction between author messages and brand response more prominent such that it is quickly apparent when viewing a conversation.

oliviec2 as per previous comment in the thread, we are reviewing all feedback and considering possible improvements while still maintaining requirements for accessibility. 

Please stay tuned for further details as we determine the enhancements. 

Hi SheetalK 

Any update on the feedback that you received. Because the UI is affecting our production as the agent are getting very uncomfortable due to the new UI causing eye strain. 

I hope this is considered as a complaint since it is very annoying to use the tool since the update.

Awaiting for a change in the UI

Please communicate the TAT for the changes to take place.

Thanks!

sandy56006 we have fixed a couple of rendering issues (related to internal notes and button on supervisor page) that will be out this week.

Our UX team has gathered the feedback so far, and is coordinating with a few more customers in order to make an informed decision and prioritize changes we need to make. Part of that investigation is also to determine any changes around the brightness effect.

As we finalize some decisions on what changes we plan to make, I will provide updates here along with any specific timelines.

Another update on the rebranding effort and agent view - in the September release that will be deployed this week, we. have made some changes to address the UX feedback from this thread as well as separate external communication from customers.

As detailed in the September 2019 Release Notes, we have made the following updates:

• Darkened background for the Author Profile panel (right-hand side), as well as the Available/Assigned queues panel (left-hand side)
• Changed light purple background for agent responses into a darker (and cooler) blue for easier visual distinction from author messages
• Changed brighter purple to less-bright blue for various text, icons and tab selection indicators
• More space between Available and Assigned queues along with a darker separator for better visual distinction between the queues

You can also check out a side-by-side comparison with a movable slider to see the current and new UX together.

The updates were designed to improve the contrast and reduce the "brightness" on the agent view from the lighter background that was previously across most of the page.

As always, we look forward to your feedback as we continue to iterate on this.