I’ve complained bitterly about the new Yahoo email, and I am not alone:
So many loyal Yahoo users are frustrated with the new interface. They used all possible words you can think of to describe their frustrations and anger: problematic, screwed up, upset, blew it big time, so bad, very frustrated, sucks, flawed, annoyed, absolute OUTRAGE, hate it, a pain in the a_ _, a complete mess, really and truly crap, a giant leap backwards, WORST redesign ever, the worst upgrade, disgusted, fed up, getting worse instead of better, absolutely horrible, terrible, awful, unbelievable, unusable, stupid, Done with yahoo, I am leaving Yahoo, Bye yahoo…
Yahoo has tweaked the redesign over and over, and virtually every single change has made it worse. They took away something that really worked, and “improved” it by taking away all the good features and adding every bad feature of g-mail, and then some that they’ve invented specially for this. If you want some of the awful details, look here.
In light of the Obamacare website debacle, I’ve been thinking about the whole question of designing something like that to be user-friendly, and why things are so likely to go wrong. After all, Yahoo isn’t the Obama administration or the government (it isn’t, is it? Tell me it isn’t). You’d think they could get it right. I realize that the problems inherent in Healthcare.gov are different then in a web email service, but I wonder whether some of the difficulties don’t stem from something about the mindset of the designers themselves.
Don’t want to step on any toes here, but perhaps these amazingly bright people (and I don’t mean that sarcastically) don’t think along the most practical of lines. Do they become entranced with some inside-baseball feature that only the geeky can appreciate, and ignore the way the minds of regular folk work?
Just as an example, I’ve noticed that the latest fad seems to be to hide things. Is it esthetics—do they like this because it gives the page a cleaner look? Or because it’s just plain nifty? You mouse over something and bingo, up pops something to click on as a way to get to something else (don’t even know if I’m using the right terms here, but I assume you know what I mean). But there was nothing about that word you had to mouse over in the first place that indicated the splendors hidden beneath it, so how were you supposed to know?
For example, on Yahoo email, the log-out tab is hidden. Why? Is it fun to have to make people go through an extra step in order to log out? Is that the way the designers get their jollies? It used to be the “sign out” button was right there in plain sight: click on it and you’re out. Now you have to mouse, and wait, and the big reveal doesn’t even work if everything hasn’t already loaded just right (and with new Yahoo email there’s often a long delay before that happens—if it ever happens).
Maybe the folks at Yahoo just have trouble saying good-bye. But my guess is that an awful lot of people have said a permanent goodbye to them. I’m not one of them—yet.
[NOTE: I just want to reiterate that I realize that the problems with the Obamacare website are not just worse, but are of a different order, and more basic. But I still wonder whether there’s something that makes it hard for IT people to understand how the minds of non-IT-people work.
Here’s an interesting piece on whether it’s the IT people or something else.
And according to this, Yahoo’s redesign of its sports site has provoked a similar reaction: rage. Whatever happened to “if it ain’t broke, don’t fix it”? I think that, with the re-design of the email, Yahoo is trying to emulate its competitor, gmail. Apparently, with the redesign of the sports page, it’s trying to emulate something about Apple. So, earth to Yahoo: stop imitating. Build on the unique characteristics that have drawn users to you. Have faith in yourself, Yahoo!]