Snapchat response to user revolt over iPhone app redesign advises of new features, no roll...
Snapchat has responded to calls from users demanding a rollback of an update to the image sharing app, though while the firm acknowledges the high number of complaints, it advises it will not be reversing its design changes, but instead will make it easier for people to use.
The petition on Change.org, signed by over 1.2 million people and created by Nic Rumsey, claims changes made to the Snapchat app made it harder to use, with many "new features" declared to be "useless or defeats the original purposes Snapchat has had for the past years." Citing users attempting to use an earlier version of the app by various means, Reuters reports the petition urges Snap Inc to "change the app back to the basics, before the new 2018 update."
The backlash follows after Snapchat started to roll out its new design in November last year, with the main complaint being the combination of Stories and Friends into the same page, making it harder to to use both of the features. At the same time, the Discover section, used to highlight content from publishers and other online figures, was separated off into its own area.
In its response to the petition, Team Snapchat wrote on Tuesday "We hear you, and appreciate that you took the time to let us know how you feel. We completely understand the new Snapchat has felt uncomfortable for many."
While the response starts with an apologetic tone, the text that follows reveals Snap Inc is not going to roll back the app to a previous version at all. Instead, it will continue with its existing design but with smaller changes it hopes will alleviate user concerns.
Snapchat aimed for the update to make it easier for people to connect with those they care about most, with the Friends page claimed to adapt over time to best suit how the app is being used at that particular moment. A similar personalization of content is also applied to the Discover section.
New tabs will be added to the Friends and Discover pages that will help users sort content by type, rather than rely on the app's personalization efforts alone. The tabs will let users select Stories group chats, and Subscriptions, showing just those types of content and temporarily hiding the others from view.
Snap Inc plans to start pushing the tab-based update to users "soon" on iOS, as well as to Android users in the coming weeks.
The response ends by thanking users for their "enthusiasm and creativity," and a pledge to listen closely to users to "find new ways to make the service better for everyone."
Reactions to the company's response are somewhat negative with many users writing to complain that they wanted the company to revert back to the older version instead of adding new features. Some comments also insinuate this to be a tone-deaf corporate response, noting the hypocrisy of claiming to listen to users, then seemingly not doing what they demand.
The petition on Change.org, signed by over 1.2 million people and created by Nic Rumsey, claims changes made to the Snapchat app made it harder to use, with many "new features" declared to be "useless or defeats the original purposes Snapchat has had for the past years." Citing users attempting to use an earlier version of the app by various means, Reuters reports the petition urges Snap Inc to "change the app back to the basics, before the new 2018 update."
The backlash follows after Snapchat started to roll out its new design in November last year, with the main complaint being the combination of Stories and Friends into the same page, making it harder to to use both of the features. At the same time, the Discover section, used to highlight content from publishers and other online figures, was separated off into its own area.
In its response to the petition, Team Snapchat wrote on Tuesday "We hear you, and appreciate that you took the time to let us know how you feel. We completely understand the new Snapchat has felt uncomfortable for many."
While the response starts with an apologetic tone, the text that follows reveals Snap Inc is not going to roll back the app to a previous version at all. Instead, it will continue with its existing design but with smaller changes it hopes will alleviate user concerns.
Snapchat aimed for the update to make it easier for people to connect with those they care about most, with the Friends page claimed to adapt over time to best suit how the app is being used at that particular moment. A similar personalization of content is also applied to the Discover section.
New tabs will be added to the Friends and Discover pages that will help users sort content by type, rather than rely on the app's personalization efforts alone. The tabs will let users select Stories group chats, and Subscriptions, showing just those types of content and temporarily hiding the others from view.
Snap Inc plans to start pushing the tab-based update to users "soon" on iOS, as well as to Android users in the coming weeks.
The response ends by thanking users for their "enthusiasm and creativity," and a pledge to listen closely to users to "find new ways to make the service better for everyone."
Reactions to the company's response are somewhat negative with many users writing to complain that they wanted the company to revert back to the older version instead of adding new features. Some comments also insinuate this to be a tone-deaf corporate response, noting the hypocrisy of claiming to listen to users, then seemingly not doing what they demand.
Comments
This is the problem with today's software, you no longer control what you use, the app developer can make decision on your part whether you like it or not. I personally held off on updating some software because I did not like the changes. In this case no one had a choose they were able to update the GUI without your knowledge or input.
I suspect most people will just keep using it even though they do not like it since they are so addicted to using these programs. This why their complaints are falling on death ears, they even went so far to say too bad they are not changing back.
Face it Snap needs to get the stock price up and get revenue coming in, so they need to market their product which is the users to those who pay them.
I know the wife's phone does not, since the App stores shows she has lots of updates, she learned from me do not update unless you have too or you know what the update does for you. She has updated in the past and found she did not like the change or it caused her an issue. Before we update to the next major release of iOS we always go to the Apple store and play with it to make sure we like the changes before updating. However. more and more this control is being taken from your, not sure why people use the auto update feature, can imaging one date going into an app to find out the change the GUI on you without any idea it was coming.
I can see how people would be infuriated with a GUI change that they didn’t update software to get. It sounds very much like a web based software.
I agree with you, I like having the choice to update.
The only thing you can do is look before you leap. And keep backups.
I've always advised my users to turn off app auto-updating, then read the release notes before installing updates. I got lots of emails from users saying, "Why did you update my app without my permission," but it really is up to users to manage their updates. Apple stands in opposition to this advice by pushing app auto-updates (IIRC, an iOS update some time before this release had turned that on for everyone by default) and nagging people endlessly about OS updates. This policy comes from Apple's reality-distorted world where every software update is completely and obviously superior to the one that preceded it.
Anyway, eventually most of my users came around and admitted that the updates were worth it and the app is now better for it.
you make the app to appeal to me
the money you make comes from me
the share price that goes up comes from me as a user
its like the CEO is too proud to admit he messed up and if he ignores the feedback be thinks he won
It’s funny they started an online petition. If people are so upset about the changes, just stop using the app. It’s not that difficult. (I know, FOMO)
I distinctly remember people complaining when iOS didn’t auto-update, and they always had to visit the red number badge tagged onto the App Store app. one celebrity asked Cook why he always had to do this. it was meta work. no thanks.
You're right that people will adapt, but only because they are being forced to.
Apple is guilty of making changes "for change sake". The macOS user interface used to have a much better "feel" to it. Menus just felt better to use. Windows had a more consistent appearance. Visual glitches in the UI did not exist. Things felt solid. Then they begin making changes and ignored user feedback. Apple of old days used to invest into perfecting what they had, but now they just focus on the next "great feature", allowing what's in place to wither on the vine. It's really sad. I wish I didn't feel that way, but it's gone on for too many years now, time and again.
Personally, I still prefer manual updates. Browsing through the list of available updates and glancing at the release notes is a good way to learn about new features in the apps I like, and then it only takes a moment to click Update All.