Hey @jack, thanks for the feedback here and being completely honest with us about how the changes are affecting your customers. We want to do the best job we can and sharing this kind of feedback is extremely valuable for us to do so.
Based on your feedback it seems there are two key problems your customers are facing:
The problem reported by a customer about Glance is that they would like to see the Checklist panel all the time as they
use checklist massively . So they are irritated by the fact that
why has it to be hidden behind a button .
Also, the Glance requires scrolling more often than old issue view:
then you don’t see all, you have to scroll .
The biggest issue is that they would like to see a long list of comments and checklist panel/items at the same time without additional clicks or scrolling. It is not possible in New Issue View.
I want to address both of these.
First: The glance model itself, clicking into more information instead of showing iFrames up front.
We have made a conscience trade-off with the new design to allow for the issue view to scale out for users to use many other tools. We have tens of thousands of pieces of feedback, customer research, interviews, and countless UX testing that identified a key problem around the old issue view. And that was the fact that customers would install marketplace apps and quickly get overwhelmed by all of the empty iFrames or even populated iFrames that were always shown up front, on every issue, all the time. This made the issue experience extremely overwhelming and confusing to use for many users. Even within a team, one person would dictate the experience for everyone, even though they may work differently and be focused on different pieces of information.
I would be very curious to know more about this customer and if checklist is the only tool they use and does everyone on the team work the same way on the issue (e.g. wanting checklist to always be visible over all other fields right up front). Also, if this person was working that way and always wanted it visible, sounds like this is being used as primary content for the issue, and could be moved to the left-hand side where things like subtasks and linked issues appear, which you support.
We settled on the glance pattern, which gives users a high-level view of “how many checklist items are not done yet” and the ability to click in and focus on those tasks while scrolling and looking at comments at the same time (left hand side) as an example.
I am quite confused by your statement that the old issue view, you could see more? If anything you would see less on the old issue view, because marketplace apps were always placed below certain system fields, so your checklist would likely load in the middle of the page. If there are a lot of checklist items, you will naturally have to scroll.
In the new issue view, you are placed in the entire right column, giving you as much height as possible. So while a user does have to click in, they would have more room to scroll.
Lastly, you mention they can ‘see a long list of comments and checklist panel/items at the same time without additional clicks or scrolling’. In the old issue view, you cannot scroll separately to see the comments and the checklist side by side. This is possible in the new view. Do you know what they are referring to?
Looking to the future
I am curious to know if this is an overwhelming theme in the feedback you are hearing from customers. Is this still a small number or a majority? Is it growing in volume? This would help give us more context when improving this in the future.
The new ecosystem patterns are a big step in the right direction, we are already getting a lot of positive feedback about this. But, we are also hearing some negative feedback and there are certainly areas we want to improve given how new this is still.
We will not be providing the ability to always show an iFrame up front on the right-hand context side like your customer is asking. However, we will be looking into ways to better accommodate this use case like the pinned idea you mentioned, or being smarter about automatically showing the issue glance details (your checklist iframe) as that user navigates around to other issues. Theoretically, they would only need to click on it once to open it up for that “session” of viewing many issues.
Let me know if you have any follow up questions, thoughts, or other feedback. We are keeping track of everything in this forum and it feeds into our decision making.