To Change U/X, or Not to Change U/X, THAT Is the Question!

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Windows 8 has garnered rave reviews for Microsoft's re-thinking of its own O/S's user experience (UX).  In essence, with Windows 8, Microsoft has disrupted its iconic self, signaling bold new moves to match the world's bold moves beyond the desktop.  Problem is, Microsoft's bold moves may be a bit too bold for PC users.  Lots of press in the past 24 hours about a prominent usability expert who finds Windows 8 to be a significant step BACKWARD for PC users in terms of overall productivity and usability (calling it "confusing" and "a cognitive burden").

These are the perils of disrupting a U/X that, even if sub-optimal, essentially has been ingrained in users' DNA.  Microsoft did it for all the right reasons.  Microsoft, by most accounts, was (dare we say?) imaginative and innovative in its execution.  But, Microsoft -- like others that are similarly situated -- are saddled with their legacy.  And, it is exceedingly difficult to leave the past completely behind -- at least in one release -- when it comes to U/X.

We faced this same issue when I first came to Sorenson Media in early 2009.  By that time, Sorenson Squeeze already was THE pre-eminent desktop software encoding application for video professionals.  Squeeze had a significant customer base, the majority of whom had been customers for years and had grown accustomed to a certain workflow U/X.  Yet, we had not refreshed Squeeze's U/X for years, and we had significant new capabilities (including a new online video platform called "360") that deserved a fresh approach.

So, when we set out to re-think the overall Squeeze U/X for what eventually came to be known as Squeeze 6, we first engaged in an internal philosophical discussion on this issue.  And, after much sturm and drang, we concluded that we should not start Tabula Rasa with respect to the U/X.  We concluded, instead, that we should reach a compromise on the subject -- i.e., retain the fundamental Squeeze U/X elements to which our customers were accustomed, but then also augment those elements with a new and expanded mind-set (which included our compelling new whistles and bells).

And, you know what?  That was absolutely the right decision -- i.e., to celebrate the past while embracing a compelling new future -- and to evolve our overall U/X gradually over time (rather than as Microsoft did it, in one fell swoop).  Reviews of Squeeze 6 were unanimous in their praise of the "new" U/X (and, more importantly, Squeeze 6 became our biggest seller to date).  Our product and development teams hit it out of the park, so much so that our U/X today (we are now on Squeeze 8.5 nearly 3 years later) is essentially the same.  This means, of course, that we are engaged in these philosophical discussions once again.  The reality is that it never ends.

To be clear, Microsoft should be applauded for its bold moves -- for its willingness to re-invent itself.  And, there are no easy answers to this age-old dilemma.  Every product-focused company that has any customer base to speak of struggles to "get it right."

The market ultimately will decide for Microsoft whether Windows 8 was -- or was not -- the right decision.Peter Csathy's Digital Media Update