I actually really like the new Gmail design and it's helped improve my workflow. However I have a relative who uses computers only for work and rarely. I took the time to teach her Gmail and she finally got the hang of it. One day she called to ask me for help attaching something. It took me a few minutes to realise I couldn't help because she was still on the old UI and I couldn't walk her through it over the phone as I was on the new design. I mistakenly got her to update to the new UI (so I could more easily support her) and now she has constant issues trying to understand basic interactions. If she has an email open in the background + the compose window does she press send on the compose window or background email? Sounds simple but you'd be amazed and how complicated this is for some people and how stupid it makes them feel.
The problem seems to be communicating changes. Rather than the basic instructions given when a new design is introduced companies like Google should be producing detailed 30 minute walkthroughs of the new design and giving users the option to watch that.
The problem seems to be communicating changes. Rather than the basic instructions given when a new design is introduced companies like Google should be producing detailed 30 minute walkthroughs of the new design and giving users the option to watch that.