topic Re: Exciting changes to our brand and customer experience in Announcements

Exciting changes to our brand and customer experience

Dave_M — Mon, 19 Aug 2019 14:16:17 GMT

Note: Please clear your cache to optimize your experience on our portals.

Hey Community,

We’ve got some exciting news to share with you!

As you may have noticed already (sorry – hard to hide this one :)) we’ve updated our look! From a new logo, new colours, to fresh, fun illustrations- we got a makeover. Why? Because, we’ve been on a journey since 2015, and we’ve learned a LOT along the way. Our recent research, suggested our brand identity didn’t accurately reflect our mission: Public Mobile is the wireless company with you in mind. We didn’t name ourselves Public Mobile by accident after all. Everything we do – from offering the most affordable phone plans in Canada on the largest network, to rewards that save you even more, to this online community run by passionate customers is with you in mind.

And so, this new design truly embodies the personal, unique, simple and community first approach that Public Mobile stands for. We hope you like the changes as much as we do. But that’s not all, beyond the makeover, we’ve also been hard at work working on some new initiatives that we think you’ll be pretty stoked for and are a long time in the making:

New ticketing resolution process – yes you read that right, it’s coming! More details to come this week (as this in itself warrants its own full Community post) but essentially, this process will make it faster + easier to track, manage, and resolve issues when submitting a ticket to our online Moderator team.

System improvements - over the coming weeks, we’re excited to bring through a variety of system improvements. First up is an improvement to our latency and reliability of our web portals, meaning faster loading speeds in Self-Serve and fewer occasions of activation issues related to timing out. We’re also doing some fat trimming and are saying goodbye to our build your own plan calculator. While we love the flexibility of our plan calculator, the tradeoff is the ability to reduce pressure on our systems, help the general upkeep of our portals, and simplify the plan purchasing experience for customers. We know some plans can only be accessed via the plan calculator today, we plan (pun intended ;)) to bring some of those options back in the near future! Lastly, as you're likely aware, we transitioned to refer-a-friend codes a few weeks ago to better protect your privacy and make referring easy 🙂

We can’t wait to hear what you think about all this goodness and are thrilled to deliver initiatives like #1 and #2 to simplify and improve the customer experience. We know we have more to tackle and are absolutely committed to continuing to make wireless simple, uncomplicated and accessible to all Canadians. Why? Because you’re the public, we’re for you.

Sincerely,

Dave

Re: Exciting changes to our brand and customer experience

dabr — Mon, 19 Aug 2019 23:38:12 GMT

@Dave_M Still digesting the changes, kinda of like it and kinda not, but I don't hate it:)

Happy to hear about improvements in the online ticketing are on the way and hopefully that will facilitate better response time for the users.

But when do we get the quote button back?

Update: Thanks @Dave_M reply button is back at least!

Re: Exciting changes to our brand and customer experience

obviouslyacorgi — Mon, 19 Aug 2019 23:18:43 GMT

I really like the idea of an online ticketing system. It would save so much headache and make the process a lot more streamlined.

Re: Exciting changes to our brand and customer experience

popping — Mon, 19 Aug 2019 23:26:03 GMT

Looking forward for the faster self-serve portal...

Re: Exciting changes to our brand and customer experience

computergeek541 — Tue, 20 Aug 2019 05:43:50 GMT

On the mobile site:

No way to reply to a specific post? No way to quote? Solution button missing?

Guys, what have you done?

(this was fixed shortly after)

Re: Exciting changes to our brand and customer experience

savvy — Mon, 19 Aug 2019 23:39:27 GMT

@computergeek541

I see it isn't just me. Please say these are just temporary regressions...

Re: Exciting changes to our brand and customer experience

computergeek541 — Mon, 19 Aug 2019 23:41:09 GMT

@savvy wrote:
@computergeek541
I see it isn't just me. Please say these are just temporary regressions...

Upon further examination, they are there but only in desktop view. The mobile site is missing reply, quote, and solution buttons.

Re: Exciting changes to our brand and customer experience

Poogzley — Mon, 19 Aug 2019 23:49:41 GMT

I noticed first 😜

https://productioncommunity.publicmobile.ca/t5/Discussions/Public-Mobile-website-has-a-new-look-and-logo/td-p/410660

Re: Exciting changes to our brand and customer experience

stonechucker — Mon, 19 Aug 2019 23:59:40 GMT

Hyperlinks in posts should be darker. The ‘orange’ is see is very light, and not very different in contrat from the background (what colour is the the background?

Im still going to advocate for accessibility around here, contrast is better for those with vision issues, as the harder to read something, the harder to fully understand quickly what is be read.

Re: Exciting changes to our brand and customer experience

srlawren — Tue, 20 Aug 2019 00:00:17 GMT

@Dave_M I like the fresh coat of paint and I'm extremely excited about the ticketting system (though, also trepidatious until I actually see it live).

However, why the removal of the plan builder? Can you please provide more info on exactly what problems this was causing? I'm sure that in recent history, the ready-made/promo plans have been very popular, but is there not still a non-trivial percentage of the userbase that currently has a pick-and-pay plan? I think that for a lot of people, that's one of the great things about PM, so that they can pay for exactly the services they really need. I'd love to hear more about what the challenges are and what the advantage is to removing the plan builder. Are existing pick-and-pay customer plans grandfathered indefinitely? If so, can you really gain any operational efficiencies while maintaining that backward compatibility? Could we maybe get a developer's blog entry on this? cc: @Alan_K

Re: Exciting changes to our brand and customer experience

tonyottawa — Tue, 20 Aug 2019 00:00:49 GMT

PublicMobile is too long. Now they make it shorter to Public , so everybody can remember their name

Re: Exciting changes to our brand and customer experience

daredogg — Tue, 20 Aug 2019 00:21:13 GMT

Update to the logo is bland and unoriginal. Being a graphic artist, the colours just don't do it for me. Should of at least stuck to the orange we've all grown accustomed to. Can we also do a little lighter on the beige background? Harder to see the orange links like @stonechucker already mentioned.

Here I come out of the woodwork, and my first post is a complaint!

Re: Exciting changes to our brand and customer experience

will13am — Tue, 20 Aug 2019 00:24:46 GMT

@srlawren wrote:
@Dave_M I like the fresh coat of paint and I'm extremely excited about the ticketting system (though, also trepidatious until I actually see it live).

However, why the removal of the plan builder? Can you please provide more info on exactly what problems this was causing? I'm sure that in recent history, the ready-made/promo plans have been very popular, but is there not still a non-trivial percentage of the userbase that currently has a pick-and-pay plan? I think that for a lot of people, that's one of the great things about PM, so that they can pay for exactly the services they really need. I'd love to hear more about what the challenges are and what the advantage is to removing the plan builder. Are existing pick-and-pay customer plans grandfathered indefinitely? If so, can you really gain any operational efficiencies while maintaining that backward compatibility? Could we maybe get a developer's blog entry on this? cc: @Alan_K

+1,000,000! If removing plan options for customers is the way to make the portal run faster, I would tolerate the slower speed for more plan options. I will generally agree to more plan options as this makes the service appealing to a larger customer base. This is a step in the backward direction.

Re: Exciting changes to our brand and customer experience

pm-smayer97 — Tue, 20 Aug 2019 00:25:41 GMT

@srlawren wrote:
@Dave_M I like the fresh coat of paint and I'm extremely excited about the ticketting system (though, also trepidatious until I actually see it live).

However, why the removal of the plan builder? Can you please provide more info on exactly what problems this was causing? I'm sure that in recent history, the ready-made/promo plans have been very popular, but is there not still a non-trivial percentage of the userbase that currently has a pick-and-pay plan? I think that for a lot of people, that's one of the great things about PM, so that they can pay for exactly the services they really need. I'd love to hear more about what the challenges are and what the advantage is to removing the plan builder. Are existing pick-and-pay customer plans grandfathered indefinitely? If so, can you really gain any operational efficiencies while maintaining that backward compatibility? Could we maybe get a developer's blog entry on this? cc: @Alan_K

All changes are reasonable, except removing the plan builder. A LOT is lost there (I know SOME things are coming back but what and when)...

No LTE, no $20 unlimted calling, and many other useful combinations.

Sure, it needed some simplication but this?

Hammer, meet thumbtack... 😕

Re: Exciting changes to our brand and customer experience

KamWest — Tue, 20 Aug 2019 00:31:37 GMT

Don't know about you guys but the new public logo is flawed.

How many people see two L 's in the logo?

Now match that with the double II and you have a bloody mess.

I like the new 6 month promo though so you could use a pink Paisley logo and I'd still stick around.

Re: Exciting changes to our brand and customer experience

computergeek541 — Tue, 20 Aug 2019 00:33:50 GMT

@tonyottawa wrote:
PublicMobile is too long. Now they make it shorter to Public , so everybody can remember their name

That works if everyone knows who the company is. I realize that Public Mobile is not changing the official brand name but just saying "PUBLIC" and using that as the brand is missing what they do/what they sell.

Re: Exciting changes to our brand and customer experience

computergeek541 — Tue, 20 Aug 2019 00:37:33 GMT

@daredogg wrote:
Update to the logo is bland and unoriginal. Being a graphic artist, the colours just don't do it for me. Should of at least stuck to the orange we've all grown accustomed to. Can we also do a little lighter on the beige background? Harder to see the orange links like @stonechucker already mentioned.

Here I come out of the woodwork, and my first post is a complaint!

I'm not a fan of the new colors, but am surprised that a change wasn't done sooner. At least to me, orange made it look to me as if Public Mobile were linked to Freedom Mobile on some way.

Re: Exciting changes to our brand and customer experience

mimmo — Tue, 20 Aug 2019 00:41:18 GMT

I don't mind losing the plan builder. Most pre-made plans were cheaper than plan builder. It removed the 90 day plans which caused issues even if it was explained, and there were no real 90 day benefits.

LTE has not been promoed for a long time.

It probably required 2 entries one for selfserve and one for public site, source of errors

As for cpu use I recall it would take several seconds to load price changes every time you clicked a different option.

Re: Exciting changes to our brand and customer experience

geopublic — Tue, 20 Aug 2019 00:45:18 GMT

@mimmo wrote:
I don't mind losing the plan builder. Most pre-made plans were cheaper than plan builder. It removed the 90 day plans which caused issues even if it was explained, and there were no real 90 day benefits.

LTE has not been promoed for a long time.

It probably required 2 entries one for selfserve and one for public site, source of errors

As for cpu use I recall it would take several seconds to load price changes every time you clicked a different option.

Please change the background colour to white. What is this colour anyway, pale salmon?

Re: Exciting changes to our brand and customer experience

wetcoaster — Tue, 20 Aug 2019 00:47:17 GMT

Is it just me or is the knowledge base missing on the mobile version? (Haven't had a chance to look at the desktop version yet)