This week we announced plans that we imagine will enhance merchandise help throughout ThemeForest and CodeCanyon. In making ready the plans, we’d interviewed authors and patrons, sought out (anonymized) purchaser help information, and researched tendencies within the broader business. Now that the announcement is out, the general response on the boards has been fairly heated with numerous issues from authors. We’ve been studying and listening. I’d prefer to name timeout, whereas we collect some extra information.
The discussion board response to our announcement has raised numerous questions we anticipated, but additionally some we didn’t – specifically among the unfavourable responses from so many authors who we all know already provide and supply free help. Whereas we had some good preliminary information and analysis, now that the announcement is out, and we’ve heard these issues, we’re going to interact in wider surveying, break up testing of UX concepts and extra interviewing.
Our announcement had a intentionally lengthy lead time, so we've got loads of time up our sleeve to work on the ins and outs.
With among the neighborhood understandably anxious about plans that might have an effect on their livelihood, I’m optimistic that extra information will information us to the absolute best mannequin.
We’re going to kick off each creator and purchaser surveys. We’ll publish outcomes from the surveys to shut the loop for contributors. Neither survey shall be asking for suggestions on the introduced plan or for ‘options’. Relatively, we’re going to collect details about present practices, wants and outcomes from each authors and patrons. The purpose being to collect info that clearly exhibits the trail to an answer.
We’ll even be searching for authors who're keen to share (anonymized) information from their help programs round quantity, turnaround time, and different key metrics. We’ve had some already, however extra will assist.
Why Are We Pushing Merchandise Assist?
Our purpose right here is to enhance the merchandise help expertise for each authors and patrons. Whereas we intend to create a commercially wise setup, income has not been excessive on the agenda in any respect. In truth, our major concern has been purchaser and creator satisfaction.
So lots of the conversations I’ve had with authors from ThemeForest or CodeCanyon within the final couple of years have touched on the unsustainability of merchandise help and the unrealistic expectations some patrons have. Equally, many conversations with our patrons additionally contact on the confusion and the frustrations they’ve skilled first hand. There’s an unlimited hole in expectations and numerous room for enchancment, so we put it on our roadmap to start out exploring options.
The discussion board response means that not all authors agree with our preliminary findings, so we’re going to dig deeper on the info.
What’s Going to Change?
I don’t wish to create false expectations right here. I at all times inform new workforce members that we've got an obligation to do a very good job for the whole market. Whereas I don’t need particular person authors feeling powerless and unvoiced, it’s additionally essential that we construct one thing that's long run good for all authors and all patrons. Which may imply tradeoffs to get the steadiness proper.
We’ll see what extra analysis and information signifies and are available again to the neighborhood with both a greater case for why our preliminary plan is in everybody’s curiosity, or alterations to it.
What’s Subsequent?
It's going to take us a short time to craft strong survey questions and to ship them to authors and patrons in a approach the place we will construct goal info. So look out for these, however don’t count on them instantly.
We’re going to proceed engaged on options like author-driven refunds and trip settings as a result of they're good for the Market it doesn't matter what the general strategy.
Late subsequent week the neighborhood workforce is seeking to put me on digital camera to reply questions in particular person.
Lastly, I’ve closed the original forum thread – at 700+ replies it was getting fairly onerous to observe – and opened a recent thread to observe this announcement.
