Sonos’ Transparent Approach: Fixing the App Through a Public Trello Board
In recent months, Sonos has been grappling with significant challenges following the rollout of their new app. The release, which took place in May, was intended to enhance user experience and integrate new features. However, it quickly became apparent that the update was riddled with issues, leading to widespread dissatisfaction among users. From missing features to accessibility problems, the app’s shortcomings have not only frustrated customers but also impacted Sonos’ reputation as a leader in the wireless speaker market. In response to the backlash, Sonos has taken an unprecedented step towards transparency by creating a public Trello board, allowing users to track the progress of app fixes and updates.
The decision to use a public Trello board is a strategic move aimed at rebuilding trust with their customer base. The board serves as a central hub where users can see real-time updates on the status of various issues and planned improvements. This initiative is not just about transparency; it is about actively involving the community in the development process. By sourcing feedback from various posts and communications, including those from the CEO, Sonos is ensuring that the voices of its users are heard and addressed. The Trello board is regularly updated with new information, reflecting the company’s commitment to resolving the app’s problems.
One of the key features of the Trello board is its categorization of issues and updates. The board includes sections for the app roadmap, upcoming features, recent additions, and resolved issues. This structured approach allows users to easily navigate and find information relevant to their concerns. For instance, the ‘on the roadmap’ section outlines plans for full queue editing and playlist editing, which were some of the most requested features by users. Meanwhile, the ‘coming soon’ section highlights imminent fixes for search and browse latency, as well as volume responsiveness. These updates provide a clear picture of what users can expect in the near future.
The rollout of the new app was marred by several critical issues that should have been addressed before its release. Users reported a lack of basic features that were present in the previous version of the app, causing some to consider alternative solutions. Accessibility improvements were also a major concern, particularly for users with disabilities who found the new app difficult to navigate. In response to these complaints, Sonos has made several updates, including improvements to the settings section and the addition of a night mode toggle switch for soundbars. Despite these efforts, there is still a long way to go before the app meets the expectations of its user base.
In July, Sonos CEO posted a public apology, acknowledging the shortcomings of the new app and sharing a roadmap of planned updates. This gesture was a significant step towards mending the relationship with their customers. The apology was accompanied by a detailed explanation of the challenges faced during the app’s development and the steps being taken to address them. The CEO also emphasized the importance of user feedback in shaping future updates, reinforcing the company’s commitment to delivering a better experience. This level of transparency is rare in the tech industry and has been well-received by the community.
One of the more controversial decisions made by Sonos was to delay the launch of two new products to focus on fixing the app. While this move disappointed some users who were eagerly awaiting the new releases, it demonstrated the company’s prioritization of quality over quantity. Sonos considered relaunching the old app as a temporary solution, but ultimately decided against it, fearing it would complicate matters further. Instead, they have concentrated their efforts on improving the current app, ensuring that future updates address the most pressing issues reported by users.
The public Trello board is not an exhaustive list of all internal plans and known issues, but it provides a valuable glimpse into the company’s ongoing efforts. It is frequently updated with new information, reflecting the dynamic nature of the development process. This approach has been adopted by other companies as well, such as Epic Games for Fortnite and the Epic Games Store, and EA for Apex Legends. By using Trello boards, these companies have successfully increased transparency and communication with their users, setting a precedent that Sonos is now following.
One of the primary benefits of the Trello board is its ability to facilitate communication between Sonos and its users. The board allows users to see what fixes are coming in the future, providing a sense of reassurance that their concerns are being addressed. It also enables Sonos to gather feedback on specific issues, allowing them to prioritize updates based on user demand. This level of interaction is crucial for maintaining a positive relationship with the customer base, especially in light of the negative reception of the new app.
Despite the challenges, Sonos remains committed to delivering the best possible experience for its users. The company has promised more improvements in the near future, including better volume responsiveness, UI enhancements, and additional features. These updates are part of a broader effort to restore confidence in the app and ensure that it meets the high standards expected by Sonos customers. The ongoing dialogue facilitated by the Trello board is a testament to the company’s dedication to continuous improvement and user satisfaction.
The impact of the new app’s issues has been significant, leading to layoffs and reduced sales projections for the next quarter. This situation highlights the importance of thoroughly testing and refining software before its release. The initial response from Sonos to user complaints was not well-received, further exacerbating the situation. However, the company’s subsequent actions, including the creation of the Trello board and the public apology from the CEO, demonstrate a genuine effort to rectify the mistakes and improve the app. This proactive approach is essential for regaining the trust of their customers and maintaining their position in the market.
For users who are still struggling with the new app, there are alternative ways to control their Sonos speakers. One option is to use Apple AirPlay on iPhone, iPad, or Mac to stream audio directly to Sonos speakers. This method bypasses the app entirely, providing a more stable and reliable experience. Additionally, iOS Shortcuts can be used to quickly connect to multiple Sonos speakers and even start playing specific playlists. While these workarounds are not ideal, they offer a temporary solution for users who are dissatisfied with the current state of the app.
Looking ahead, Sonos is focused on delivering a seamless and enjoyable experience for its users. The company thanks its customers for their patience and promises to continue working on improvements. Users can sign up for updates on news, reviews, and deals from Sonos, ensuring they stay informed about the latest developments. The Trello board will remain a key tool in this process, providing ongoing transparency and fostering a collaborative relationship between Sonos and its users. As the company works towards resolving the app’s issues, the lessons learned from this experience will undoubtedly shape future projects and initiatives.
In conclusion, Sonos’ decision to create a public Trello board represents a significant step towards transparency and user engagement. By openly sharing their progress and actively seeking feedback, the company is demonstrating a commitment to addressing the issues with their new app. While there is still much work to be done, the ongoing updates and improvements show that Sonos is dedicated to delivering the best possible experience for its users. As the company navigates this challenging period, the support and input from the community will play a crucial role in shaping the future of the Sonos app and ensuring its success.