Apple; treating users like they just don’t matter

Full title: How Apple could take a leaf out of Microsoft’s book and enhance the user experience…

My laptop is downloading the latest iTunes update from Apple.

But I don’t know what’s in it. I have no idea what it’s going to do and, similarly, I am not in a position to view how this update might affect my system.

And these are worrying insights in to any software provider’s psyche.

When Microsoft release an update, before I accept the installation, I am able to read what the update components are. I also have the ability to view all of the update components, record their update release number and view which software or OS packages  will be affected by their installation.

I also have the ability to either accept or reject any – or all – of the update components.

This, you have to admit, is an enhanced user experience.

The view, select and/or reject functionality gives the user full information about what the update contains. It enables the user to make informed choices; it puts the user in control.

And then there’s the Apple model.

I have no idea if this latest update merely repairs or enhances functionality. I do not know what components it will affect – or will be affected by this installation. Apple choose to keep the user in a position of ignorance.

And that’s not good; not good for a global software provider and not good for the users.

Users should expect to be treated like customers by software providers.

With my professional hat on for a moment; if I attempted to deliver a software update in to a production environment without giving my users sight of the release notes beforehand, I’d be ridiculed.

I’m just wondering why Apple choose not to consider the users,

Bookmark the permalink.

9 Responses to Apple; treating users like they just don’t matter

  1. Allister says:

    I don’t know why they do that, because on the Mac you do indeed get to inspect every update and opt out. So the answer – get a Mac. 🙂

  2. IanB says:

    The advantage of having a monopoly is that you can treat your users like dirt and ignore their wishes telling “this is the right way to do it”.

    It’s a bit like an abusive relationship – they treat the users poorly – and the users respond by telling everyone why they deserve to be treated that way.

    Six to eight months maximum before an anti-trust suit I reckon. There are already rumblings and Apple have far far too much money for people not to try and prise it out of them in court.

  3. Allister says:

    Ummm. Monopoly? Windows or Linux instead of Mac. Countless digital audio devices from the likes of Creative, Sandisk, and Microsoft instead of iPod, music downloads from Amazon and doubtless others instead of iTunes. I’m not seeing it.

  4. Allister says:

    Brennig, here’s the actual update as seen on a Mac.

  5. Allister says:

    In fact, I’m wondering why you’re not seeing something remarkably similar on your laptop?

  6. IanB says:

    Speaking as a registered Apple developer – yes, monopoly. I can do what I like on a Windows, Linux or Mac – not allowed to almost anything at all on iOS, not even use a different development tool, third-party libraries or use the words “non profit” in any of our app’s screens.

    It has its plus points, but it’s definitely a monopoly…

  7. Allister says:

    Struggling to see how ‘locked down iOS’ relates to Bren’s issue of iTunes not playing nice. And ‘Apple is a monopoly’ is still not a correct statement. If you want total freedom, just go Android. Apple’s not stopping you.

  8. Masher says:

    Maybe it’s just me, but I find iTunes terribly difficult to navigate.

    Actually, I’m pretty sure it’s just me.

  9. Nope Masher, it’s not just you. When I first started using it, I was on the help forums all the time trying to do simple stuff….. like put my music in their library…. until you painstakingly learn it, it is so unintuitive.