Hey everyone,
So, it's been about a week since we launched the integration with SportsHub (our parent company). This release included a new header as well as a new login/registration system that's shared by all SportsHub sites.
At a technical level, the launch went pretty well considering how much was changed behind the scenes. We had a few bugs that I've been working out since the launch, but things seem pretty stable now. I'll continue to work on any lingering issues.
From a customer experience perspective, the launch did not go as well as I expected. I vastly underestimated how many people wouldn't know the email address linked to their account. In hindsight, I should have forced everyone to update/verify the email address on their account well before the launch. Then I should have distributed a detailed guide on how the login process would be changing.
Up until close to the launch, I expected that WIS usernames would be automatically set in the SportsHub system (except for those that were already taken in that system). That didn't end up happening, so there was understandable confusion when people were prompted to pick a username on first login. That became even more confusing when it said that the username was taken already, as it wasn't clear on the page that it was referencing the SportsHub username and not the WIS username.
The end result was that a flood of customer support requests came in starting Tuesday and through the weekend. Because of the volume, that forced me to pause games for an extra two days. The game pausing also led to a few more issues on Friday and over the weekend that compounded the situation.
I sincerely apologize that I didn't do more in preparation of the transition to make things go more smoothly. I greatly appreciate everyone's patience while waiting for assistance and while the games were paused. I know it stinks to not be able to play.
In the spirit of moving past the bumpiness, I've created a promo code -
SPORTSHUB, that's good for 50% off your next purchase. It expires in 3 months, so don't wait too long to use it.
A couple of other miscellaneous notes:
- I'm aware that the "new sitemail" icon is missing from the header now. Over the next few days, I'll be working on an update to send a notification for new sitemail that will appear on the bell icon in the header.
- As some of you have discovered, the new header does not work in Internet Explorer. I apologize for any inconvenience that it causes, and please reach out if you need help getting set up in a new browser.
- There's been some confusion about the money balance shown in the header. That amount represents your "wallet" balance. That balance will be available to use on any SportsHub site once it's fully integrated. I will be working on that integration piece soon as well. I'll also be working on adding your credit balance in the dropdown that appears in the account dropdown (the one when you click the money balance area in the header).
- To the GD users: I'm sorry that this change seems to have killed the "yatzr" application. I understand that it was an important tool for many. All I can offer in the short term is to make some smaller changes to the current system to make it more efficient. I don't have any ability to make it work with the new login page, as that would have to be done by the creator. I also don't have time right now to build out another way to access the data.
- I've also extended the expiration date by 10 days on credits that expired 7/18 or later.
7/25/2018 2:58 PM (edited)