The overall look and feel is fairly customizable. We're able to install our company logo, our preferred fonts, and our color palette.
The libraries need heavy work. They're non-intuitive and feel like a very dated file management system: something akin to BBS file sharing.
The back-end user interface is all over the map! Clicking the admin gear on the side takes you through an adventure of interfaces ranging from the clean Admin interface to the clunky Site Setup interface to the completely unforgiving Edit This Page or Edit Navigation interface. It feels like these areas were set up by different teams to accomplish different goals — rather than to help me accomplish my goals. I want a back-end interface that doesn't get in the way of getting my business done. To that end, if everything felt a bit more like the Admin interface, we'd be rocking.
Documentation can be tricky to find. For instance, setting up an RSS feed of a members-only discussion (i.e., to showcase to non-members what kind of cool discussions are going on), doesn't have much useful support.
I'm never sure if a question should be addressed through customer service (always fast response, but I sense they get irritated with me), HUG discussion (useful responses can be hit or miss), or submitting a ticket (I thought I heard once that we have to pay for this, but I don't know).
While not everything is perfect, and some things are quite lagging, they are absolutely headed in the right direction. I feel that HL listens to customer feedback and improve their product based ultimately on their customers' needs — this level of service is not something that a lot of association-level companies can boast.
We want to be able to have an easy-to-use discussion platform for the interests of our members.
The easy-to-use part is the important part. Our members are "get stuff done" type of people who don't have a lot of patience to learn new software systems. With HL's recent bootstrap implementation, it feels like there are fewer steps to go from landing at NIRSA Connect to posting a discussion. This is great since our previous iterations of the site were tremendous turn-offs and we're still trying to get users to come back.