New Look Rollout Plan and Client Email Template
Cody Castle
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Template
Changing the look of a platform your clients already use is a small project, but it touches every login. Done without warning, it creates support messages and a moment of doubt: is this still the right site? Done with a short plan, it reads as an upgrade. Here is a two-week rollout and an announcement email you can copy.
Two weeks before: build and test
Build the new theme on a test sub-account first, not on your agency default.
Test the busiest screens, in light and dark if you offer both: contacts, conversations, the pipeline, calendars and settings.
Log in as a client-level user in a private window and in a phone browser.
Check that every button, menu item, dropdown and dialog is still visible and readable.
List what will change for clients: colors, logo, menu names, icons, the sign-in page. Note anything renamed.
Decide how you will switch back if something goes wrong, and test that you can.
One week before: your team and a few clients
Show your team the new look and the list of changes. Anyone who answers support should know what clients will ask.
Pick two or three clients you have a good relationship with and turn the new look on for their accounts early. Ask what confused them.
Update help docs, screenshots and onboarding videos that show the old look, or mark them for update.
Schedule the announcement email.
Launch day
Send the announcement in the morning, before the change goes live, so clients hear it from you first.
Switch the new look on for everyone. Choose a weekday morning, not a Friday afternoon, so your team is around for questions.
Log in as a client and check the main screens again.
Watch your support inbox closely for the rest of the day.
The week after
Fix small issues quickly and reply to everyone who wrote in.
If a renamed menu item keeps causing questions, consider naming it back.
Send a short follow-up only if something changed because of feedback.
Finish updating help content and screenshots.
Announcement email template
Subject: [Platform Name] gets a new look on [date]
Preview text: Same account, same login, a cleaner design.
Hi [First name],
On [day, date], [Platform Name] gets a refreshed design. When you log in at [app.youragency.com], you'll see [our new colors and logo / a simpler menu / a new sign-in page].
What changes:
[The colors and logo now match our brand.]
[The menu item "Old name" is now called "New name".]
[The sign-in page has a new design.]
What stays the same:
Your login address and password
Your contacts, conversations, pipelines, calendars and automations
Where things are in the menu [unless listed above]
You don't need to do anything. If you still see the old look, refresh the page.
If something looks wrong or you can't find what you need, reply to this email or [book a quick call: link]. We'll get back to you within [response time].
Thanks for working with us,
[Your name], [Title], [Agency name]
Tips for the email
Lead with the date. When it happens is the first thing clients want to know.
Name the changes. "A new look" on its own makes people hunt for what moved.
Say that logins and data do not change. That is the worry behind most replies.
Use your platform's sender name. Send from the same name as your system emails so clients recognize it.
Keep it short. If the email needs scrolling on a phone, cut it.
Rollout checklist
Theme built and tested on a test sub-account
Rollback tested
Team briefed with the list of changes
Early clients switched on and feedback collected
Help content updated or scheduled
Announcement sent before the switch
New look live and checked as a client
Follow-up questions answered
With Theme Studio, you can save the new theme to a single sub-account for your early clients, publish it to the whole agency on launch day, and switch it off to return stock HighLevel if you need to.
