You know, a lot of users would be more ok with change if it was demoed to them first, or given a heads-up, or they were given an opportunity to give feedback that co's actually use, and improve the product. A lot of people I know would say something to the effect of, "[Google/Microsoft/Apple/other co] can fly me out and have me test every product. I'll do it for free." Just because the practice of forced system updates and breaking changes is so god damn frustrating and it happens so often.
Back when I worked in medical software, it fucked up doctors' and nurses' workflow very, very badly for a whole workday (could be anywhere from 8-24+ hours), and it might stay the same way for years. Because even if they tell us to revert it, it's so low on our priority list that it just stays there forever. Users can complain forever and nothing will change because we refuse to prioritize the very thing they're asking for.
Tech co's don't really have a satisfying answer to this issue IMO. The most we do is bring in a few people off the street every few months to test the whole system, but usually we seem to just say "LG2M" when another engineer on the team says it should be fine. That's an engineer, not a user. You won't get quality feedback.
I guess when you keep telling new engineers some dark shit like, "Users don't know what they want", your industry will get pretty callous to its customer base.
Back when I worked in medical software, it fucked up doctors' and nurses' workflow very, very badly for a whole workday (could be anywhere from 8-24+ hours), and it might stay the same way for years. Because even if they tell us to revert it, it's so low on our priority list that it just stays there forever. Users can complain forever and nothing will change because we refuse to prioritize the very thing they're asking for.
Tech co's don't really have a satisfying answer to this issue IMO. The most we do is bring in a few people off the street every few months to test the whole system, but usually we seem to just say "LG2M" when another engineer on the team says it should be fine. That's an engineer, not a user. You won't get quality feedback.
I guess when you keep telling new engineers some dark shit like, "Users don't know what they want", your industry will get pretty callous to its customer base.