this post was submitted on 24 Jun 2024
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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, that’s all that matters. Have seen that one from both sides.
“I 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 I’m the only one who knows how to do it in prod, so we have a bus problem.”
“Nah, I want reports…. Wait, why did we write an HO4 policy in Corpus Christie, AFTER the hurricane warning was issued?”
“See above, and prioritise things that matter.”
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 it’s what they know. They have the freedom to move their data, and we will help them to the extent possible, but at most they’ll get a subset of client data and lose the ability to query agai t prior year datasets, etc.
They’re 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, I’ve 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 didn’t have the energy for the startup world anymore.