This blog chapter covers how we approached the specific tasks we needed to undertake to take Titans live.
Once we’d finalized the concept, the requirements and the reward structure, we focused on the tasks required to launch Titans seamlessly. We split tasks into:
Our requirements were verified with our users but we wanted to add a couple of special flourishes to the program: we thought it would be valuable to have a second Group Hub for more technical product conversations. We intended Titans to be the best place for general conversation, sharing vision ideas and networking, and so we created a dedicated place for more technical product discussions. We named this “Mount Olympus” as a nod to the pinnacle of product knowledge and intended it for Uncommon and up Titans.
We also wanted our top level Titans to be a significant reward. The Legendary Titan award is our way of saying thank you to leaders in our Community. These users are committed to helping others in Atlas and support thought leadership in the industry, which are contributions of significant impact. We created a nomination process for selected Legendary Titans, encouraging Khoros users and employees to recognize these with deep technical ability and a willingness to go above and beyond to help others.
We were lucky to have the support of our Marketing and Design team to support us on creating Group Hub logos, badges and icons for Titans. On vague instructions, they saw our vision and helped us create the following examples for the Titans and Mount Olympus Group Hubs; user Badges and Glyphs:
The Community team worked through the process of sunsetting our legacy recognition program board, moving the valuable threads to Product boards, and setting up the Titans Hubs to be flipped on ready for Launch Day. They created a landing page at http://titans.khoros.com/ to host the details of levels and qualifications.
Our Community team also trained us, the program coordinators, on Group Hub and Event best practices, individual role and rank changes, and how best to track community data needed for Titans level evaluations. This team has been integral to the smooth launch and ongoing success of the Titans program.
Communicating the program launch and the users we’d be welcoming as Titans was high on our priority list. There was excitement for a program that would recognize and reward loyal Khoros users, and we were conscious there was a duty on us to deliver consistent communication. Internal alignment is crucial to a positive user experience; we kept account teams and product experts up to date with what was coming and when. We confirmed users’ Titan level with our internal teams and introduced the process of nominating a Legendary Titan. This internal communication happened around 2 weeks before launch - at this point we’d finalized levels and internal systems and were ready to share the details externally!
We've been able to reflect back on the experience of getting ready for launch, and want to share a few suggestions of the dos and don’ts we’ve determined were the most crucial learnings during this time.
One thing we’d suggest you do is treat this program launch as an event. It’s likely this program has taken a large chunk of your time and attention to create, so you want everyone to be well informed on all important details. Assume the internal communications you send out will be seen and bookmarked by some, but not all (as happens for most events). We recommend sending out regular reminders of the upcoming launch day with important details on where to find crucial information, and follow up with key team members that interact directly with your users who may receive questions on or around launch day.
It’s also helpful to have a single space available for all internal staff to ask questions and refer to the previously shared resources. We used community articles to keep information in one place and allow team members to see previous Q&A in the comments. If you create a community space, be sure to include the link to it in those regular reminders.
One thing we’d suggest you don’t do is start too late on planning for any images, badges, or icons if using a design team, as they will need extra time for any rework. If you plan to have all designs completed several weeks before launch day, it will allow you to have a window of time to finalize any testing in a sandbox environment and complete internal reviews. If done, this aspect of launch day will go flawlessly.
We hope this has been a helpful insight to the preparation for going live. In the next blog, we detail what launch day looked like and what Khoros-led and organic engagement has looked like.
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