hi, yes, i hear you, this was bad communication, and i own up to that. The team owns up to that, too. Before getting into more specifics, i just want to make it clear that this is our top priority -- fixing this product feedback and communication loop with the community. I’ve mentioned this before but our new cpo is starting in a month, and this is going to be his top priority, too
the “patrons pay the fees” rollout (which was a terrible) was the worst product rollout in the history of the company. One thing we learned from that is to not roll out products without doing a ton of patron and creator research -- both qualitative and quantitative. A change we made at that point was to give creators and patrons a heads up months in advance of any changes, including giving folks visibility into problems that we’re solving and options for solutions that we’re exploring. The blog post that went out yesterday was one of those communications -- the intention was to let folks know that we are currently working on the billing problem and exploring ways to fix the associated problems. But it wasn’t the right communication -- it was written as if it was final, it didn’t properly explain that we’re in the research phase, and it framed the work as a solution rather than letting folks know we’re exploring a bunch of options for how to solve this. Not ok -- we have to do better than that.
ive already posted more specifically about what we’re going to do to get better at communication, but i’ll copy paste it here for reference:
a regular, live hangout with our creators and me and other patreon executives
a recurring creator newsletter from our product team about roadmap updates
An audit and optimization of the process we use to gather feedback from our creators to ensure it’s actionable for the Product team
members of Patreon’s executive team will commit time each month to connecting with creators in our Discord community
our new CPO starts mid-Feb. and solving product feedback loop with creators will be at the top of his priority list.