William

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William
@William_191
Member since

September 2017

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#2403
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2 months 3 days ago - Commented on Response time for orders received during the night

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Hi Josef,

 

We are aware of this and are working to figure out a solution. We initially thought this should be a fairly simple feature. However, given our global reach, we need to build something that understands localized time changes (i.e. PDT -> PST) and then translate these to other time zones if necessary for an international order.

 

Rest assured, it is still on our roadmap and we are trying to find ways to simplify it for an initial implementation. We really want to make sure what we put out there works for the hubs.

 

Please feel free to contact me directly if you have any suggestions/questions.

 

Best,

William

Product Owner @ 3D Hubs

3 months 2 weeks ago - Commented on Why is colorfabb stopping discounts for hubs

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Since we unfortunately have none available at the moment, we have taken the page down. As soon as we have something you guys will love, we will put it back up!

 

Best,

William

Product Manager @ 3D Hubs

3 months 3 weeks ago - Commented on Why is colorfabb stopping discounts for hubs

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Hi Nicolas,

 

Hubs are definitely the engine of the 3d Hubs community, and we want to keep you all in the loop. Hub perks are in our long-term plans as we understand how much sense it makes to provide you with discounts. Unfortunately, colorFabb reached out to us a couple days ago informing us that they would be discontinuing the partnership and ceasing to handle any orders filed after the end of the month.

 

While this has limited the Hub perks, we are working hard to find other high value channels. The second we manage to get something worthwhile, we will add it to Hub perks. If any of you have suggestions of potential partnerships, please let us know!

 

Best,

William

Product Manager @ 3D Hubs

 

4 months 2 weeks ago - Commented on Terrible Auto Hub Selection

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Hi David,

 

Firstly I would like to apologise for this drop in order volume, we are reliant on fantastic hubs like yours to keep this platform alive and understand how important it is that we keep your order flows healthy.

 

Following research into consumer preferences, we discovered that a huge portion of our user base was overwhelmed by the offering at the time and would leave the site without proceeding any further. This was affirmed when we released the new material selection flow as order volume increased >10%. This did lead to some listing issues (which I wager are responsible for a fair share of your changes), and we are doing our best to resolve them as soon as possible. This includes fixing the location settings (hence North Dakota), having “No Preference” defaults for colours and providing a more seamless method for selecting both standard and specific materials.

 

As for the express checkout, we are finding further ways to make things easier for our consumers and transfer those benefits to loyal hubs such as yourself. We are trying to ensure that this is done with both the consumer and your order flows in mind. Obviously, while most of the issues are linked to the material selection, we could have done better on the second item. Following the fixes mentioned above, we will be doing out best to fix any issues we can with the express checkout. Recent data has been very promising, and we want to ensure we can pass this on to you as soon as possible.

 

Sorry again about this David, and thank you for being such a great hub within our ecosystem.

 

Best,

 

William - Product Manager, 3D Hubs

4 months 2 weeks ago - Commented on This is getting out of hand. Just stop the automatic selection.

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Hi Kirby,

 

I understand your frustrations, and I promise you we are doing everything in our power to ensure that the full offering of materials is returned back to the checkout interface as soon as possible.

 

The reason we moved to this feature was to simplify the process for our target demographic. Customer research continually showed that users were overwhelmed by the intricacies of specific material selection and wanted a far simpler selection interface. We decided to run a quick experiment, and found an immediate improvement in order volume of >10% with the new flow.

 

While this is great for the long-term future of the hubs, we are aware that we altered the order flow for a number of you. We also understand that this has a huge impact on your business model. As such, we are working overtime to ensure that the new flow both helps these users while supporting those with more specific requirements. This includes defaulting to “No Preference” on the colour filter, linking a comprehensive material index to the selection and identifying materials in their groups more effectively. All of which should hopefully resolve your concerns.

 

We apologise for the inconvenience we caused, but we also look forward to helping grow your businesses in the coming years.

 

Best,

 

William - Product Manager, 3D Hubs