I joined HoneyBook in December and no longer see an option to create projects—I was told projects are now created via leads. If that’s the case, how are you handling returning clients who don’t submit an inquiry/lead form? I've attached my platform view for reference.
Also, have email templates been moved to a different location (mine are under Company Preferences)?
Trying to understand if this is a recent platform change or something specific to my account. Thanks!
Best answer by Monica R
Hey
Monica here from the HB Community Team. Thanks so much for sharing this frustration.
In the name of full transparency, we are running some tests in new accounts to see what kind of verbiage resonates with our members the most. In the past we’ve heard lots of feedback that the term “Projects” is confusing and not how people work - they don’t work with projects, they work with clients.
To test this out, we put a small percentage of accounts created during a certain timeframe with the new language of “client” instead of “project” - this is the experience one of your new accounts had. It also explains why even if two accounts are created in the same time frame, they may get different experiences as the system randomly selects accounts to add to the test to keep results non biased and true. Our data team looks at these accounts and is able to track if the word client resonated more and cut down on frustration. The functionality between both is the same, just language is changed.
I do apologize for the different experiences you had! The hope is that those who are creating new accounts during these testing periods are net new to the platform and therefore don’t have the comparison of a previously seen user interface but of course, people create multiple accounts so that isn’t always how it goes.
All that being said, the results are in and switching to “client” does not cut down on confusion and the word “project” is back 😊 You should see Projects in that dropdown.
+4
I do know that email templates were moved to the settings section and not under templates anymore. You are correct on that.
Since you’re a pro user, I am wondering if you’ve seen this with any of your clients who might be new to the platform (like 1-2 months old)?
+4
I’ve reached out to HoneyBook support to see if they can revert my account to the legacy settings, so we’ll see how that goes. The new setup has been EXTREMELY confusing as a new user, and I’m hoping to get some clarity soon.
+7Hey
Monica here from the HB Community Team. Thanks so much for sharing this frustration.
In the name of full transparency, we are running some tests in new accounts to see what kind of verbiage resonates with our members the most. In the past we’ve heard lots of feedback that the term “Projects” is confusing and not how people work - they don’t work with projects, they work with clients.
To test this out, we put a small percentage of accounts created during a certain timeframe with the new language of “client” instead of “project” - this is the experience one of your new accounts had. It also explains why even if two accounts are created in the same time frame, they may get different experiences as the system randomly selects accounts to add to the test to keep results non biased and true. Our data team looks at these accounts and is able to track if the word client resonated more and cut down on frustration. The functionality between both is the same, just language is changed.
I do apologize for the different experiences you had! The hope is that those who are creating new accounts during these testing periods are net new to the platform and therefore don’t have the comparison of a previously seen user interface but of course, people create multiple accounts so that isn’t always how it goes.
All that being said, the results are in and switching to “client” does not cut down on confusion and the word “project” is back 😊 You should see Projects in that dropdown.
Hi
That said, I’m relieved to hear that the results are in and that Projects is back. As a new(ish) user who had been learning the platform through tutorials, community posts, and videos, the mismatch between documentation and my actual UI was genuinely confusing and made onboarding feel much harder than it needed to be.
Thanks again for closing the loop here — I do now see Projects back in the dropdown, and that consistency already feels much better. Appreciate your help in getting this fixed in a timely manner.
+7Anytime,
These things we’re testing are just that - tests. So if you ever experience a product shift that you have an opinion on, don’t hesitate to reach out. Our product team listens to the data and to our users so help us build the best product we can by continuing to voice your feedback :)
Have a great week!
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