Companies with successful software products often know that their user interfaces could be improved but hesitate to take action because major changes might upset their existing users.
“Not only would a redesign cost me a small fortune,” one executive told Macadamian “but look at the backlash against Google and Facebook’s changes. I’m not willing to risk losing customers over design.”
Indeed, Google, Twitter, and Facebook caused quite a stir recently by making dramatic changes to their UIs. In less than 24 hours, hundreds of users formed a coalition against the new Gmail, with a mission to “urge Google to fix the horrid new Gmail interface and take us back to productivity.” And Facebook users began posting “If it Ain’t Broke, Don’t Fix It” banners to express their dissatisfaction.
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