this post was submitted on 24 Jun 2024
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There is no financial motive for software to work well. The people who sign the check for it almost never have to use it.
That's where you need people like me who give a fuck about nothing but customer experience and if my employer manages to make a buck, good for them. My employer is generally just a middle man who siphons money out of both our pockets. And makes me fill out a second, useless timesheet while you're paying me to work.
Jokes on me though because I've been out of work for 3 months, so take my suggestion of fuck your employer with a grain of salt.
If they do a bad enough job they'll create a niche for a competitor to fill.
That's a dream. The googles and such just buy them out and shut them down. There is always a bigger fish that spends more money preserving the status quo than making a product.
True - that's a big reason I like open source software. Doesn't help with search though.
I would love to see exactly how many people dropped Adobe after the latest drama, I would bet it would look exactly like the Netflix micro dip after shutting down password sharing.
No one that works in the industry is going to drop Adobe, because there's no other functional alternative that offers an even remotely similar feature set. A lot of the files I get from clients are .ai (Illustrator) or .indd (InDesign) files, and I have to use the appropriate programs to open them, and the most up-to-date versions of those programs, or else I end up missing parts of their files.
Users that are 100%, fully independent don't have to worry about any of that. But those people are rare.
I have a laptop where half the keyboard doesnβt work and the mouse gave out, but my full paid Acrobat works, so I keep it.
That's why a lot of us are here after all.
That is true for outsourcing companies, but not true for product companies usually.
I think it's equally true for product companies. Do you know how hard it is to get a company to prioritize bug fixing over feature work? Shy of a user revolt, or a friend of the CEO reporting an issue, bugs are almost always second priority or lower.
Iβd say this strongly depends on the industry.
In an entertainment or ad sales product, Iβd completely agree with you.
In a medical or financial product, the bug will take precedence.
Medical? Your funny. Healthcare software is the worst. There is a reason the stuff that matters is decades old. Cause the new stuff rarely works. And the rest... tell me again why I have to fill out the same forms year after year, and they never populate with my previous answers? Or why I have to tell them my 2 year old son isn't menstruating or hasn't stolen a car yet (on the same form no less). The software is so hard to use the providers have given up.
Not in my experience. Unless maybe if it causes loss of funds or other security issues, which usually get a fair response.
You wish it was like that in the medical industry, but it absolutely is not
I work in the medical industry. Any software that controls any device or reports any data used in the OR is absolutely treated this way.
But not at the software companies that require monthly subscriptions, right? They get money every month, so they have lots of incentive to fix all the bugs. Right? ... Right? /s
depends on how bad and widespread the bug is. Also if there are just to many they will do a bug squashing program increment. at least places I have worked have.
No idea what you are talking about. Product companies are exactly what I am referring to. Some director signs off on the purchase, probably has never even seen the software. But he has seen the sales pitch. That is what the C suite of small companies are for, mingling with the decision makers.
I mean that describes most things. For example, if I worked for a dentist to make oral braces for people, that doesn't mean I myself am going to ever need or use them.
No.. the decision maker on the purchase is the user in that case. For software, the decision maker is almost always someone who won't use it. Like ticket tracking software. The people filing the tickets, and the people responding are not the people who decided which ticket tracking software to buy.
Found the Sonos employee.
Sonos has pissed me off. After the latest update, the app cannot locate the speakers in any of my rooms. The TV speakers still work with a signal from the TV, but the speakers in all other rooms basically cannot be used.
I've factory reset them, set them up in the app, and as soon as that is done, they disappear from the app again.
They worked fine for years, then this bullshit. I'm researching a home theater setup that doesn't use Sonos and am planning on selling it all once I've found replacements.
It feels like I don't own the very expensive hardware that I have bought. I guess since they are software controlled, I really dont.
This is why Dog Fooding is important.
I don't really get this point. Of course there's a financial motive for a lot of software to work well. There are many niches of software that are competitive, so there's a very clear incentive to make your product work better than the competition.
Of course there are cases in which there's a de-facto monopoly or customers are locked in to a particular offering for whatever reason, but it's not like that applies to all software.
Software just has to be good enough that people put up with it. Once you get users on the system, you make it difficult to move your data out which acts as a lock in mechanism. The company that can make a minimally usable product that people are willing to put up with will typically beat one making a really good product that takes longer to get to market.
To wit, WorkDay is universally regarded as trash. But companies keep writing checks, so employees on both sides of the time clock have to keep tolerating it
Another aspect of the problem is that people making the decision of what programs to use don't actually have to use them.
As long as the reports that the C-suite gets look pretty, thatβs all that matters. Have seen that one from both sides.
βI need five developer hours to implement a UI for this manual process that is time sensitive and exposes us to significant risk if we screw it up. Oh, and Iβm the only one who knows how to do it in prod, so we have a bus problem.β
βNah, I want reportsβ¦. Wait, why did we write an HO4 policy in Corpus Christie, AFTER the hurricane warning was issued?β
βSee above, and prioritise things that matter.β
yup
This is what I've seen too. Directors come back from a conference and suddenly we're learning a newer but objectively worse system. Obviously the grunts using the systems aren't consulted, but are expected to be team players through this educational experience.
When the buyer isn't the user (which is most of the time), no there isn't. Competitors try to win with great sounding features and other marketing BS because that is all the director will see. The users are then left with the product that has all the bells and whistles, but is terrible at doing what actually needs to be done. And the competition is the same, so they don't really have much choice. Bell's and whistles are cheaper than making it work well.
So you're talking about SaaS / business tooling then? Again though, that's just one of many segments of software, which was my point.
Also, even in that market it's just not true to say that there's no incentive for it to work well. If some new business tool gets deployed and the workforce has problems with it to the point of measurable inefficiency, of course that can lead to a different tool being chosen. It's even pretty common practice for large companies to reach out to previous users of a given product through consultancy networks or whatever to assess viability before committing to anything.
Nor necessarily SaaS, but yes business tooling. Which is the vast majority of software if you include software businesses buy and make thier customers use. The incentive is for it to work, not for it to work well. The person who signed off on the purchase either will never know how bad it is because they don't use it and are insulated by other staff from feedback, or because they are incentivesed to downplay and ignore complaints to make thier decision look good at their level in the company.
I support accounting professionals using one of perhaps four or five highly complex pieces of software that handles individual, corp, trust, and other misc tax forms
The churn rate is very low YoY, because itβs what they know. They have the freedom to move their data, and we will help them to the extent possible, but at most theyβll get a subset of client data and lose the ability to query agai t prior year datasets, etc.
Theyβre not locked in, but between 10/15 and, say, 2/15 is a damn short time to implement and learn a new piece of software with that level of complexity.
Interestingly, Iβve never seen a long-standing calculation bug in the program. The overwhelming majority of support is d/t user error or data entry error. From that standpoint, there is of course a financial incentive for it to work well - arithmetic errors would be unacceptable - but in terms of UI/UX, no one cares and if anything were improved folks would just whine about the change anyway - even if it made their life easier
Not a CPA/not your CPA, just a software guy who got lucky enough to be in the right time/place when I decided I didnβt have the energy for the startup world anymore.
I mean, no? If you are at a SaaS company the software working well is the most important aspect. Loss of quality leads to loss of subscribers.
Subscribers? 90 some odd % of SaaS is sold to businesses, not individuals.
And if the business needs aren't met, said businesses will go to another SaaS company that promises them a better, brighter future.
The user might not be the subscriber, but the user being less productive because the software is getting in their way, will irritate the subscriber.
I know a SaaS company that put thousands upon thousands of engineering hours into making small (and sometimes large) optimizations over their overall crappy architecture so their enterprise customers (and I'm talking ~6 out of the top 10 largest companies in one industry in the US) wouldn't leave them for a solution that doesn't freeze up for all users in a company when one user runs a report. Each company ran in a silo of their own, but for the bigger ones... I'm not going to give exact numbers, but if you give every user a total of half an hour of unnecessary delays per day, that's like 500 hours of wasted time per day per 1000 employees. Said employees were performing extremely overpriced services, so 500 hours of wasted time per day might be something like 100k income lost per day. Not an insignificant number even for billion dollar companies.
I've since left the company for greener pastures and I hear the new management sucks, but the old one for sure knew that they were going to lose their huge ass clients over performance issues and bugs.
Yah, clients are subscribers
Okay then the users aren't subscribers, thier boss or the boss above that are. And that person doesn't really care how hard it is to use. They care about the presentation they gave to other leadership about all the great features the software has. And if they drop it now, they look like a fool, so deal with it.
They do care, %100 they care. If you take longer to do task X because the SaaS solution crashes or is unavailable, or causes issues in finance, or a dozen other things then the company will very much care. I literally work at a SaaS company and hear complaints from clients. Money is all that matters, if your solution isn't as good at making/saving them money as another solution, you get dropped. And reliability is a big part of that. A solution that frequently has issues is not a money-making/saving system that can be relied on.
It's not about looking like a fool; it's about what your P&L looks like. That's what actually matters. Say you made a nice slide deck about product X and got buy-in. Walking that back is MUCH easier to do than having to justify a hit to your P&L.
What experience do you have to be making these claims?
Depends on business model. Saas - quality is very important. Non-profit insurance/bureaucratic type - they'll burn millions to hire plenty of QA then treat them like shit, ignore them, and push trash software all day
Quality is meaningless in SaaS. Only features matter.
Yeah no. Performance, reliability, uptime are huge.
False. Have a 70% up time and let me know how many clients you have left.