We have seen feedback and comments related to the forum board structure from many of you, so it would be awesome to collect your views and ideas in more detail in this thread and get a discussion going.
We would like to make the forum boards structure easier and clearer so that it would be better for both old and new members to find the content and help they're looking for and easily engage with each other.
Please let us know your thoughts on how you think we could improve:
Thanks a lot in advance!
Your feedback so far Updated 11 September:
Board names and descriptions:
→ COVID-19 support - Help and support from O2 during the lockdown
→ Access for You: Registration - Find out how to register for our Access for You service.
→ Just joined the community or thinking of registering? Check out this handy starter guide!
→ Have a query about your account? See if the My O2 how-to guide will help
If you'd like to take part, why not register?
If I am honest - the categories you have are fairly self explanatory. Sometimes small tweeks (like Community Knowledge Base to Community Guides) are good ideas but the bigger issues come when you browse the forum on a mobile or tablet device - it's not the same experience.
The community idea's system - I've not seen many updates to ideas since it launched - could this be revived or archived?
The knowledge base - Does Apple Devices need to be part of the forum? Do they get the hits? There isn't an Android or Windows Devices area.
That's it in answer to your question. However, if I didn't get 70% right then I clearly didn't revise...
Regarding the layout and structure that could be a long debate and the same for board software etc .
But it is the CLARIFICATION that this is not customer services and a "customer to customer" self help community (discussed many times) It really is time that this major issue was addressed first over layout and structure.
I would look at how the forum / community works on such as the new fntechs such as community.monzo.com, and then try and strip down the forum, i think their needs to be 3 or 4
I think it should be
Any other business
I think that covers all the bases, but as well it needs explaining that this is a customer to customer forum.
For me the layout (structure) isn't too bad.
Structural changes would be a more clear definition of what is where - so products and services could show mobile, apps and smart home as a header with the different subsections under that.
Perhaps one change would be for the new post drop down - currently it just lists the different sections but it could be useful to have the full path.
For example, if you have a question about a Samsung it should show Get Help With Your Device -> Android.
There could also be a brief description that pops up if you hover over the drop down that lets you know what the section is about.
I agree that guides and reviews is a little clearer than knowledge base, particularly given most of the content is a review or how-to guide as well as the fact that Apple devices is mentioned specifically but nothing for anyone/anything else. Maybe have a hardware or device section (like the get help with your device) and then split to manufacturer/type?
The point about how the website works on mobile is probably the most telling. Trying to view this on a 5.5" screen is bad, but anything smaller would be ridiculous. And switching between mobile and desktop views is not great - ideally you want something in between for non-desktop use.
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
This is from another Lithium-based forum and is the main header on the home page :
Welcome to the Sky Community
Talk to other customers, get help with your products and discuss your favourite shows.
The layout of the Sky Community home page is simple, uncomplicated, almost minimalistic.
There are just 6 distinct boxes to designate the subject matter.
Now is the Sky Community home page easier on the eye than the O2 Community's ?
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