Update on Khoros Rebranding and Agent UI Refresh

Khoros Oracle

6 years ago

In early May, we announced exciting news that the user interface of Khoros Care (formerly Lithium SMM/Response) will be getting a visual refresh. Your agents will see the updated UI when they log in on Thursday morning, July 25th. We expect the update to be released to all customers during the standard update window on Wednesday evening, July 24th / Thursday early morning, July 25th, depending on your region.

Why we are making this change

While many users love the Care user experience (UX), we have gotten feedback that the interface (UI) looks a bit outdated.
We want to improve accessibility, which requires some changes like larger font sizes and AA compliant contrast for low vision.
We need to rebrand the UI from Lithium to Khoros.

What to expect

With this updated Care UI, you'll notice that the platform feels more modern, more accessible, and more aligned with our new Khoros branding. However, the changes are light, visual enhancements (details below), and will absolutely not change the UX layout or disrupt agent workflows.

These are the specific enhancements you will see in the updated Care UI (full screen preview here) on July 25th:

Slightly larger font sizes and more legible text, following AA standards
Better contrast with at least a 4.5:1 contrast ratio for text
Fewer gradients
Cleaner buttons
Better accessibility, improving our overall WCAG2.0 compliance, which helps reduce eye strain for users in the platform all day
Style changes that match our Khoros brand look and feel
The navigation bar at the top will change to a darker color and display the Khoros logo

Key Takeaways
The Care UI update does not change the orientation of buttons, layouts, functionality, and most importantly, efficiency (full screen preview here). Agents will simply enjoy a more modern and accessible UI, with all buttons and UI elements in the same location.

There is no change to the login URLs on either .response or .app:

https://customer.response.lithium.com/account/login
https://customer.app.lithium.com/#/login

We hope you are as excited about these enhancements as we are! If you have feedback on these changes, we would love to hear it.

Updated 7 months ago

Version 4.0

care

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SheetalK

Khoros Oracle

Joined October 11, 2012

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18 Comments

sandy56006
Mentor
6 years ago
Hi Sheetal,
Since the update is going to be happening tomorrow. Should we be aware of anything?
SheetalK
Khoros Oracle
6 years ago
An update on the new UI...

To ensure a smooth rollout, we have made the decision to postpone the update by a few days. The updated UI will now be available when agents log in on the morning of Tuesday, July 30.

We expect the update to be released to all customers during the standard update window on the evening of Monday, July 29 / early morning Tuesday, July 30, depending on your region.

If you have a separate development instance, it will be updated by Friday, July 26.
SheetalK
Khoros Oracle
6 years ago
sandy56006 as per my previous comment, the update has been postponed by a few days (until next Tuesday).

As noted before, no action is required on your part to enable the new UI - it will automatically load when you first login after it been deployed on July 29.

If you have any feedback on the new UI, please add a comment here for review and discussion.
SheetalK
Khoros Oracle
6 years ago
Quick update -- all development instances have been updated and live with the new UI. Production update is on track for early next week as announced earlier.

We look forward to your feedback.
carlos_rosa
Contributor
6 years ago
I hate the new interface black color at the top, it causes my team eye strain, and we need to keep seeing the screen. Can you please review this? This is not healthy..
sandy56006
Mentor
6 years ago
Hi Sheetal,

I wanted to have this new UI changed. This is very critical that it is affecting the eye strain of the agents to work on this interface. It's too bright, if we reduce the brightness, the font is very light. Very disturbing to be honest. All the agent & operations are not happy with the way it is affecting our production because of this eye strain. Please change it. Or at least give an option to switch it to a dark mode or something.
carlos_rosa
Contributor
6 years ago
I agree with sandy56006 SheetalK please do something about this, thank you.
Cpantelis
Contributor
6 years ago
I agree with everyone's comments above. The larger/different font + new color scheme makes its extremely difficult to differentiate our posts from the customers. Nothing but complaints from all of our agents this morning :S.
Anyway to make the font smaller, and colors slightly darker. Or have the option to toggle back to the old interface?
matt1088
Contributor
6 years ago
The new skin placed over this has already given me a headache and I am 30 minutes into my shift. The color scheme in combination with the font make it very difficult to read, there is hardly any distinction between our posts and the client. The old scheme worked perfectly and I feel it didn't need to be changed.
Riddle_Decipher
Contributor
6 years ago
I've got an issue and feedback with regards to the new UI update:

1) The issue: unable to post the edited content for forums community as the "save to community button" is not visible, and clicking anywhere else doesn't save it, nor does pushing enter as it only creates a space.
- the "save to community" button appears for a fraction of a second at times while clicking around the edit box, and saves at times (doesn't work always).

2) The suggestion: A darker background with light/white text would help take off the pressure from our eyes and look better too.
let me know if this could be done.
Thanks.

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Update on Khoros Rebranding and Agent UI Refresh