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jmspool's profile
Jared Spool
Jared Spool
Jared Spool
@jmspool

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Jared Spool

@jmspool

Maker of Awesomeness at @CenterCentre – @UIE. Guiding orgs to deliver well-designed products & services. (He/Him) Former @USDS.

uie.com
Joined March 2007

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    Jared Spool‏ @jmspool 4 Apr 2018

    Users don't hate change. • Users hate when you take control from them. • Users hate when your change shows no value for them. • Users hate when they’ve invested in learning your design, only for you to disregard that investment. Users don’t hate change. It’s you, not them.

    5:28 AM - 4 Apr 2018
    • 3,404 Retweets
    • 8,961 Likes
    • Laura Schweiger Lucho Ali Jeff Frederick Eli Weinstock-Herman Toni Schläppi Rayi Christian Wicaksono Toph 〰️🌐🆖uyen Stephen Cunliffe
    135 replies 3,404 retweets 8,961 likes
      1. New conversation
      2. Jared Spool‏ @jmspool 4 Apr 2018

        When we assert the reason users are reacting negatively to our new designs is because “they don’t like change,” we’re justifying our decisions that led to that reaction. We could have made different design choices that would have led to a different user reaction.

        3 replies 33 retweets 293 likes
        Show this thread
      3. Jared Spool‏ @jmspool 4 Apr 2018

        We could, for example, have chosen to make the necessary changes occur slowly over a long period of time, resulting in the user never perceiving the change. We could also have chosen to give the users control when the changes kick in, instead of forcing it on them.

        5 replies 26 retweets 262 likes
        Show this thread
      4. Jared Spool‏ @jmspool 4 Apr 2018

        We could have chosen to ensure that every change clearly communicated how it's an improvement for the user over the old way of working. We could also have chosen to respect that our existing users have made substantial investment in learning our designs, no matter…

        2 replies 27 retweets 227 likes
        Show this thread
      5. Jared Spool‏ @jmspool 4 Apr 2018

        …how crufty they are, and that a sudden, jarring change, will slow them down and frustrate them, no matter how much "better" it is. These are all choices we have made as designers. If users are frustrated by the changes, it's because they are frustrated by our choices.

        7 replies 25 retweets 205 likes
        Show this thread
      6. Jared Spool‏ @jmspool 4 Apr 2018

        By the way, I wrote about this back in 2005. The behavior of our users hasn’t changed in that time. Designing Embraceable Changehttps://articles.uie.com/embraceable_change/ …

        8 replies 38 retweets 291 likes
        Show this thread
      7. Jared Spool‏ @jmspool 7 Apr 2018

        Jared Spool Retweeted Jared Spool

        Here’s an example of how the “users hate change” argument falls apart. In each case, FB admits it’s not because users hate change, but because they made the wrong design choices.https://twitter.com/jmspool/status/982638517330366464 …

        Jared Spool added,

        Jared Spool @jmspool
        Why Mark Zuckerberg’s 14-year apology tour hasn’t fixed Facebook. https://www.wired.com/story/why-zuckerberg-15-year-apology-tour-hasnt-fixed-facebook/ … pic.twitter.com/04NwyHsntM
        2 replies 8 retweets 32 likes
        Show this thread
      8. Jared Spool‏ @jmspool 7 Apr 2018

        Jared Spool Retweeted David Paulsson

        It seems I’ve been talking about this for a long time:https://twitter.com/davidpaulsson/status/982644418925744128 …

        Jared Spool added,

        David Paulsson @davidpaulsson
        Still true. @jmspool pic.twitter.com/Mjg9j2TzwA
        2 replies 1 retweet 20 likes
        Show this thread
      9. End of conversation
      1. Joseph Sullivan‏ @theBDR 4 Apr 2018
        Replying to @jmspool

        iPhone X in a nutshell.

        0 replies 0 retweets 1 like
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      2. George Dinwiddie‏ @gdinwiddie 4 Apr 2018
        Replying to @t1k0suave @jmspool

        In which case, giving users the illusion of control leads them to hate you when you dash that illusion.

        0 replies 0 retweets 0 likes
      3. End of conversation

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