Hi guys! Content Curator here. First, I apologize for the issues with these packs you’ve been having, and this is something we take very seriously. As Deke Waters said in the other thread, GDC preparation has taken more time than expected away from the Marketplace, and I’ve been working nonstop to go through our huge submissions queue while trying to improve and speed up the system at the same time. Unfortunately, some things have been falling behind, and the bulk of the positive changes that have been made are behind the scenes. On the bright side, we’re now bringing more people on to help sort this out and we’ve been blasting through the queue faster and faster, and we’re nearly caught up. I’ll be doing a blog post this week going into more detail on what’s happening behind the scenes and what’s coming up, but I’ll go into the relevant parts of the thread here.
Updating content that’s on the Marketplace is incredibly important. Why buy if you’re not sure if it’s going to be supported and fully tested? We want the Marketplace to be a place to go to buy content that you know will work, and will be quickly updated as needed. To that end, today I put the finishing touches on something I’ve spent the last couple weeks setting up: A high priority, fast turnaround sellers-only support email address where product updates, questions, and support for items live on the Marketplace will take top priority. It’s a completely separate queue from the normal submissions queue that guarantees a rapid response.
I’ve streamlined it so that the content creators selling assets on the Marketplace will get rapid responses and support to push their updates live so that much-needed updates are no longer delayed. To be honest, the requests for update got lost in the queue, and that’s no longer going to be a problem. I’ve instructed the team here that content updates from sellers sent to that support email will be processed before anything else, and I have special alerts set up on my phone to notify me whenever anything urgent comes in so I can address it and plan it ASAP. I want the community to be able to trust us to take care of this, and this is the first of many steps we’re taking to make that happen. This information is going out to all current Marketplace sellers tomorrow.
But that’s just one piece of the puzzle. Our internal QA process needs to be improved so that we can have enough time to properly find and test these issues, and prevent as many of them as possible before going live. They need a little bit more time to cook, but the entire process also needs to be faster. I’ve gotten the time from submission to voting to going live down to 7 days or less for assets that receive votes quickly, and I want to speed that up across the board. Speaking of board, we need to manage the perception of assets taking a long time to get published after being posted to the public Trello board for voting.
We’re still developing and discussing ideas on how to do better at that, but one of the first ideas I’ve had is to rework the public Trello board to show where assets actually are in the pipeline, instead of hanging out as a Finalist or being In Processing for a long time. That sucks! Assets that get moved to “In Processing” have a much longer journey with far more blockers than may be obvious – signing legal documents, getting proper bank information, requesting changes to the packs and presentation materials, and more besides – and right now it’s not as helpful as it could be. Really, I’d like people to be able to go to the public Trello and know they can get a reasonable idea of when they can get your hands on this awesome Blueprint or that killer animation set that they’ve been waiting on.
I’ll have more on this soon as the ideas come together, but I want you all to know that we care very much about this and want the Marketplace to be as awesome as possible. And for my part, I’m always trying to do a better job of being responsive and available. With more people coming on board this is going to get easier, and in the blog post I’m doing this week I’ll be able to open up and show you all more. Stay tuned for that.