Pennarun indicates problems are rationalized by ideas such as "This project doesn't need to be profitable; we can use it to get more user data." And, apps lacking user appeal are rationalized with "Users are unhappy, but that's just because they're change averse."
Google has a habit of throwing many apps out to the world without explaining them or providing any help; getting any form of customer support from Google is an act of total frustration. When apps or services don't perform to Google expectations, they are withdrawn, leaving users high and dry.
One problem with Google apps and services are the poorly designed user interfaces. Understanding the user settings for Google Voice is very frustrating. These factors and more illustrate what Pennarun has said in his blog.
The Business Insider article had me thinking about Apple, wondering if some of the same factors apply. As you know, I have been increasingly frustrated by Apple's interfaces, particularly some factors found in iOS 7. Ars Technica published an article collectively listing interface frustrations endured by their writers, some complaints specific to iOS 7. arstechnica.com/gadgets/2014/07/the-software-design-trends-that-we-love-to-hate/ This article in turn pointed to a critique of the iOS 7 interface via Daring Fireball. uxcritique.tumblr.com/
Apple appears oblivious to the clear cut human factors problems in the iOS 7 interface, ignoring reasonable criticisms of their design. Yes, Apple listens to feedback better than Google, but the beta of iOS 8 does not fix problems found in iOS 7.
Are these types of problems due to the same factors Pennarun has attributed to Google? Are the people at Apple too confident and too isolated from their users? Apple is not as isolated as Google! Apple has Internet channels for user feedback in the form of a web page and an email address. They have hundreds of stores where people can express their opinions. The question of the effectiveness of feedback remains. Apple may be too confident. We have seen this in their products; they do products a certain way, and if you don't like it too bad! But, is over confidence causing them to wonder off the course of providing truly useful tools? This question will require more thought and empirical evidence!
