Haven’t I mentioned I love web-based software? Yes, I have. Haven’t I mentioned upgrades of web applications are smooth and easy? Yes, I have. Haven’t I ranted about those screwed software upgrades examples? Yes, I have.
Ops, they did it again.
I really like Google Reader. Now, with powerful combo of standard version on steroids (actually on Google Gears) and mobile version it’s complete and I don’t even consider moving to another platform. They upgrade versions seamlessly, nothing you need to do. They add those little features, you know, those which look tiny, but save you a lot of time and make you thinking they were on board since The Big Bang. Like that little dropdown which allows you to attach a newly added rss channel to one of groups you use. So simple. So useful. A masterpiece.
And then, they just take it out. It’s gone. It’s just not there any more.
Yes, I know, they’ve just added dozens of new features. Actually I use none of them. I don’t care. The thing I care is they’ve taken one of those several functions I use. OK, I understand someone can overlook a bug and software is shipped with one, but they’ve cut out whole functionality. It looks like no one tried to add a blog to Reader’s list during testing period (yes, I know I exaggerate, but it was my feature, my preciousss).
Lesson learned is simple – taking upgrades away from users makes it easier (well-known and controlled environment, limited backward compatibility issues) but also raise expectations. You can’t upgrade only those 95% of users who won’t be frustrated allowing the rest to keep an old version. Every forgotten feature becomes a pain in the ass, as soon you have to face negative buzz from unhappy clients and you spend time on boring quick patch instead of adding more new cool features. Paradoxically the more easy it is, the more careful you have to be.
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