Sorry, we didn’t mean to break that for you! But we aren’t going to fix it.

Using Business to Consumer SAAS means getting your UX broken all the time.

Sorry, but we are moving the product in another direction. We have changed the interface to a whole new design. Yes, we don’t have feature parity with the old experience, but we will get there soon. Soon in this case means in six months, after we finish the international rollout we will start to fill in the missing features. 

Do you remember the drama around Windows 10’s new UX? It was and is obviously worse for power users, but Microsoft didn’t care. How about when Microsoft Office added the new Ribbon UI and no one could find anything anymore? B2C software doesn’t care about power users. If you buy one copy of Office and use it 100x as much as the average dude, a business analyst is thinking about how to get you to buy 100 copies. 

Then there was the years where new versions of Mac OS were so bad that they had to stop charging for OS updates because no one would buy them anymore. Customers don’t like UI updates in general. Every UI update means learning a new set of commands. People don’t want to take a tutorial the first time they open an app. Getting people to redo the tutorial every time you release a new update is basically impossible. 

A UX update on a product I worked on broke the application for a bunch of our power users. Developing the MVP version of the new UX took several teams months. We had been maintaining a blacklist of users while we worked on the new User Experience. Once the new experience was released and stable we decided that we were ready to launch the new experience to everyone and eliminate blacklists. This led to a flurry of customer service calls by customers who no longer could use the application for its basic purpose. 

Customers probably don’t want a UX break unless it’s at least a 10x improvement on whatever you had before. If find yourself releasing a new experience that is LESS functional than the current experience. STOP.

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