I sent the notes below to my Implementation Manager and the CS team. The CS team encouraged me to post here (which I'm happy to do, but surprised there isn't a more formal/direct way to submit feedback). I do want to say thanks to the CS team for being timely in responses and helpful throughout most of these issues. But overall, my experience was stressful in the last 2 weeks leading up to the event because of issues that I discovered on my own (thankfully in advance of the event) especially the Publishing and Messaging issues.
In regard to things that went well:
* App performance during the conference was positive. For example adding attendees on site was easy and our scheduled promoted posts were deployed on time.
* The process for uploading info into the CMS to load into the app was pretty straight forward.
Here are the issues that we had:
1. Publishing Issue: I saved all the icon & splash page images and app details by August 11 in the CMS to be published in the app store. There wasn't a way within CMS to notify you that it was ready, so I shot you a note and you assured me that the app would be published by September 1. The app actually went live by August 28 (although I wasn’t notified and happened to notice on my own) but icon and splash pages were the incorrect images in iOS and app description was wrong on Android. I notified the CS team on August 28. An update was pushed out on August 30.
2. Uploading Issues: While uploading data into the app was fairly smooth, I did have several issues that were resolved by instructions from the CS team to either:
* Log out and back into the CMS
* Clear browsing data, cached images & files
(These tips would be good to know in advance!)
3. Polling Issue: When testing a poll, the option to text in a vote did not work. When texting a vote, the text auto-response was "Sorry, we didn't understand that code“. I reported this to the CS team and they offered to disable SMS voting, but I just decided to forget polls for our event.
4. Sign-in Issue: In advance of the event and at the event, the log-in took several minutes for some people or took multiple tries entering the same info. This caused some attendees to give up and just not download the app.
5. Push Notification Issue: We sent multiple push notifications out during our event but they didn't show up on the phone lock screens for people who had alerts enabled for the app. Notifications only appeared within the app, so they were less effective.
6. Messaging Issue:
* On Sept 2, I tested the messaging feature before pushing the app out to all attendees. But messaging didn’t work. It was giving an error. I reported the issue to the CS team and was told that an update would be pushed out.
* On Sept 8, the update still wasn’t ready. I had the CS team completely remove any option to message attendees so that we could promote the app.
* On Sept 9, the update came through (a few hours after we promoted the app to attendees). I had the CS team turn messaging back on. Attendees were notified that messaging was live on Friday, Sept 9 at 7pm. (Our event started on Sept 13)
7. Messaging Confusion: Once messaging was live, we realized there were 2 types of messaging available within the app:
* The “Messages” tab was for messaging strictly within the app. But when new messages came in, notifications didn't show up on the tab so it wasn't clear when you got a new message.
* “Send a Message” option on attendee profiles actually sent an email to that attendee completely outside of the app. The email that was sent didn't clearly identify that it came from the conference app.
* These differences in messaging options were confusing and complicated. Thankfully, messaging was not a highly anticipated feature for our attendees. It was more of a “nice to have” but ultimately may have been a negative because it was unclear on how to use.
I hope some of these issues are able to be worked out for future clients. For our organization, I don't anticipate using DoubleDutch again in the future.
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