If I was going to write book of web principles certainly one of my top ten principles would be Users Hate Change
If you’ve been on Facebook the day a change is made you’ve certainly seen it in your news feed. Today, for example, Facebook changed up the contents of the primary feed, made the photos larger and added a widget to the right sidebar about what your friends are doing. If your friends feed is like mine, then it is full of all manner of whining about how people want facebook to switch back and hints on how to find the old interface. On the otherhand, I like it. It’s an improvement. I think it makes facebook more useful for me while removing steps I took in their old interface to see what I wanted to see.
If you’ve ever redesigned a web site, you’ve heard about how much people hate change. My favorite redesign story about how people hate change was when I worked at The Commercial Appeal a decade ago and we launched their new design in January 2000. The design eliminated frames from a Pagemill design and started to implement CSS– we designed the whole thing in Dreamweaver. It wasn’t a great design, but a huge step forward. Faithful readers of The Commercial Appeal’s web site reacted like we had dug up Elvis and moved him to a hidden grave.
One particular set of emails from a retired lady who had moved to Chattanooga stood out from the rest. The day after the redesign she reamed us for moving things around and messing up her daily return to Memphis via the Internet. Her email was pretty similar to the other 1000 or so emails we received about the redesign. What was unique about this lady from Chattanooga was the 2nd email we received from her two weeks later. She emailed to apologize for her first email and to let us know she actually liked the new design and now everything she wanted was easier to find.
So, the moral of the story is Users Hate Change, but eventually with a good well-tested design, they will come around and use the site. I promise you all those people swearing at Facebook today will have forgotten about it in a weeks time.
For me, I like change– for better or worse. Innovation and improvement are hard. If you are unwilling to change you’ll never know if that next step is two steps forward or a step backward.
Jakob Nielsen has a great related post on how users are resistant to change: Fresh vs. Familiar: How Aggressively to Redesign