How come every time a company "improves" their website, they almost always make things worse?

Question

My bank supposedly improved their website. All of the work I previously did to set up external bank accounts for transfers was wiped out and now has to be redone. I have a recurring monthly payment set up, and wanted to edit the amount for just one month. In the previous version I could do that, in the new version, I have to add it as an extra payment, then adjust my recurring payment to skip this month and start a month later. I had a hard time figuring out what to do because the interface is confusing and doesn't explain things, and the customer support person was of no help either, I basically had to figure this out on my own. My recurring payment is mailed, and previously was set up to "pay by" a certain date. With the bank's changes, now that payment is going to be "sent on" that date. No one told me of the change, and if I didn't catch it today, my payment would probably have been late.

The same thing is typical of not just banks, but every organization that makes changes to their website. They give it a more "modern look", but typically remove functionality and make things more confusing and difficult to use. It's as if they figure out what to do from "experts" who make a lot of money but don't actually use these websites, as opposed to listening to feedback from users. I think that most people care about how easy it is to use a website and what features it has, as opposed to the way the screen looks.

The same thing is typical of not just banks, but every organization that makes changes to their website.  They give it a more "modern look", but typically remove functionality and make things more confusing and difficult to use.  It's as if they figure out what to do from "experts" who make a lot of money but don't actually use these websites, as opposed to listening to feedback from users.  I think that most people care about how easy it is to use a website and what features it has, as opposed to the way the screen looks.

Jessy · Answer

Maybe they're no longer supporting that vintage-2005 browser that you don't know how to update.

robin · Answer

I've noticed this trend, as well. apps especially. take the "g00gle maps" app. they did an update, it was a worse version, and they didn't allow for a roll back function. so a lot of people complained. I stopped using it and downloaded another app all together.
I don't have an answer for you. my guess is its politics. 8 people have the "best" idea for a new direction to go, so they compromise, and the result is a mangled version of a little bit of everything.

? · Answer

Sounds like you're a "Me" person.  "Look what they've done to me."  Some (if not most) banks have thousands of customers and a vocal few could be sending in requests, the bank is noticing a trend by other banks, or there's some new regulation they have to abide by.

The truth is that banks cannot actually control WHEN something is paid. Some vendors credit customer accounts faster than others. The postal service is also an x-factor. They CAN, however, control when a payment is sent.

Yes, one of your favorite features was changed.  Now if only there was a way to take a poll and see if their customer base is happier with their new changes -- or like you, a bit irritated.

Andy T · Answer

I feel ya, but it does sound like a major screw up on the part of the bank, perhaps they are hiding this by distraction?

Not just websites, stores too; rearranging things for... ? Still, same difference to them.

Smokies Hiker · Answer

I agree. Sometimes you wonder who these "management" people are listening to. I could see the same thing happening with the "improvements" in a store I worked in. ( Does the name Kmart sound familiar? )

? · Answer

Maybe they're no longer supporting that vintage-2005 browser that you don't know how to update.

Chris · Answer

While I partially agree, the answer to this question is that people are unable of finding the right buttons and menus regardless of how supposedly idiot proof or simple the interface is, so one could argue that changing it is useless.

But:
1. Just because you got used to the 2015 interface doesn't mean the 2018 interface is worse. In general, at least some of the people involved have actually tried to *improve* things. Often knowledgeable people will get overruled by ignorant managers though.
2. Optics matter. I know too many people who buy electronics based on how they look as opposed to whether they are worth it. As long as these people exist, and as long as through the website is how a company appears to most customers, they have to keep modernizing.

cool · Answer

im sad

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How come every time a company "improves" their website, they almost always make things worse?

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