'Users hate change'
This week NN Group released a video by Jakob Nielsen in which he attempts to help designers deal with the problem of customers being resistant to their new site/product redesign. The argument goes thusly:
- Humans naturally resist change
- Your change is for the better
- Customers should just get used to it and stop complaining
There's slightly more to it than that, he caveats his argument with requiring you to have of course followed their best practices on product design, and allows for a period of customers being able to elect to continue to use the old site, although he says this is obviously only a temporary solution as you don't want to support both.