@kcador as someone who leads a tech consultancy firm, I feel you here. Feedback thatâs actually merely hate and not constructive isnât great to receive, but more importantly, itâs really almost impossible to address.
However, I do find merit in people saying the tone (and then especially yours) is missing the mark for us. These things will contribute to people being unkind because their frustration is fuelled. I just finished reading đŹ New Trakt Feedback and it must be said that I understand why people feel unheard. Your last post is Nov 5th ( đŹ New Trakt Feedback - #232 by kcador ) and since there have been 200 more posts. Are a lot of those posts actionable? Maybe, maybe not. But the silence and the tone of the âbig postsâ is not helping here. In general, I do not think trying to innovate is an issue. However a lot of the feedback is constructive and real, and so are the worries.
A new post that is supposed to bust myths is only necessary because people (including myself) feel that there is a lack of clear communication. Yes, people are in general really bad with change. In fact, I was part of a Facebook group that was basically a support group for micro-changes. Thatâs all of us on the spectrum that have a hard time if a button changes a colour, let alone a design completely changes everything. So yeah, thereâs always going to be âbring back the old thingâ feedback. That saidâŚ
Responding to someoneâs well-written feedback with: âWe are building this from the ground upâ or âMore platforms were taking into account building thisâ or âOur statistics show a lot of growth [paraphrasing] therefore this change is welcomedâ doesnât just dismiss the time and effort someone spend into trying to voice their opinion and struggle, but dismisses it as a âwhy donât you go away and try to enter one of your body parts into one of your orificesâ.
Is that harsh to say? Maybe, but reading particularly your responses in that thread made me pretty sad and defeated.
Finally: I donât think the design is all bad. It does feel half-assed and not researched. Itâs not accessible (which is a problem for myself) and things are hard to find. The UX is far from even tolerable, and this seems, if anything, mostly designed for large mobile phones. If thatâs whatâs intended I think people will be open to hearing that. But the continuation of âno itâs great, itâs going to be great, watch usâ isnât helping anyone.
If this were to become the only option, and it doesnât get better, just like other longmembers, I will revoke my membership. Will you cry about it? Probably not. But telling us that you do care about us feels⌠not aligned with your actions.