Users Don’t Hate Change. They Hate Our Design Choices.

Jared Spool

April 20th, 2018

In this week’s article I talk about UX design choices.

Here’s an excerpt from the article:

For years, we studied teams rolling out new designs, to see if we could mitigate negative reaction to new releases and design changes. We studied hundreds of product and service rollouts. We watched and learned from the reactions of thousands of users.

When we dug into what those users’ reactions, patterns emerged. The users told us the changes inconvenienced them. They had no idea the change was coming and suddenly it was in their face. Users were upset because they were surprised.

They also told us the old version worked fine. Even when it took a while to get comfortable, they learned it. Many users mastered difficult-to-use designs.

Designing for embraceable change is a UX strategy that smart design leaders employ when they want to enhance their products and services without disrupting their users. This is one of the 130 strategies we cover in our Creating Your Own UX Strategy Playbook workshop.

Create your own custom UX Strategy Playbook at our next workshop, June 20-21 at Center Centre in Chattanooga, TN. Bring your team to identify which plays will most help your organization become more design mature. See the workshop’s agenda and learn how it will benefit your leadership team at

Read the article: Users don’t hate change. They hate our design choices.

How do you reassure and support users when making design changes? Share with us below.

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