Yes, it's ridiculously backwards. But it's reality. Intuit, at various times, has tried to make the kinds of changes you guys are suggesting. And every time they've run smack into reality and had to backpedal. Reality is like that...you can try to deny, and fail, or accept it and adjust your thinking. It isn't a how Intuit thinks issue, it's the way their customers think after decades of getting comfortable using Intuit software.
Another example...Intuit has wanted to transition customers away from the desktop version of Quickbooks for many years now. If you think Quickbooks online has it's learning curve, just spend some time using the desktop product. It's a maze that takes years to learn to navigate and many of the "features" are horribly buggy from years of neglect. But pry it from their cold, dead hands Intuit cannot, so you can still buy new versions of Quickbooks Desktop.
That's why what you guys are saying is so ridiculous. You're denying a reality in a field you're not familiar with. You're saying something should be different because it's inefficient or other industries work differently. But you haven't done the user research. You don't have decades of experience dealing with the people who actually spend money on the software. You're in no position to critique the way that Intuit thinks.
> And every time they've run smack into reality and had to backpedal.
I am all for being brutally aware of reality...but, there is also a time horizon to these things. Most great startups had to break through resistance. Maybe the resistance you guys saw was simply resistance to change...
Maybe tweaks to UI isn't what wins this game...maybe its tools like Pilot or services like bench, or maybe its something like the car solving the horse manure problems of the turn of the century...
And to be fair, there are some studies that show cognitive strain being linked to better focus or something like that (Disclaimer: I have no idea what im talking about, but am pretty sure Thinking Fast and Slow discusses it.) so, maybe a harder UI is better...
What I do know is that I want software to make my life easier and more efficient. And I don't mind if that takes away part of a means of my livelihood, I'll figure out the next step the same way I got to where I am today.
If I understood you correctly, the folks in charge of this are very good at their jobs and I am sure they are optimizing for their quarterly earnings, or bonuses, or whatever else they are incentivized to do...and I get the idea that they see bookkeepers as their customers, not business owners, and are serving them as best they know how...
but this feels like the lazy way out of innovating.
- government managers are evaluated on budget and headcount because the core services they provide are hard to measure. Thus they don’t want new software to help them be more efficient, unless the alternative is catastrophic, visible failure to provide their service.
- Lawyers charge by the hour. They don’t want new software to dramatically reduce the time spent in discovery. Then they would have to bill for outcomes (cases won) and there are too many things out of their control.
Basically nobody wants to charge for value, because value is hard to quantify accurately and quickly. You wind up showing costs to prove value, so nobody wants to reduce costs.
> government managers are evaluated on budget and headcount because the core services they provide are hard to measure.
That’s... untrue. Government managers are judged (in terms of evaluation of job performance) largely on minimizing both costs and negative public attention.
OTOH, managers generally (and not just in the public sector) like to have big budget and headcount numbers on their résumés as proof of scope of responsibility.
Thanks for sharing this story. This is something I suspected and have actually complained to customer support about repeatedly (things are buried within menus of menus, strange link redirects that don't make sense, functionality that is not available to business owner accounts but is available to the supporting accountant-logins!!). These terrible patterns that keep users from more easily managing their books and the awful lobbying of congress to keep taxes complex are why I think people should actively boycott Intuit software.
Just a note, not to argue any of your substantial points, but Intuit announced about a year ago that they will no longer develop a desktop version of Quickbooks for Mac (leaving v. 2016 as the last version, officially supported through May 2019). They continue to make a version for Windows.
Another example...Intuit has wanted to transition customers away from the desktop version of Quickbooks for many years now. If you think Quickbooks online has it's learning curve, just spend some time using the desktop product. It's a maze that takes years to learn to navigate and many of the "features" are horribly buggy from years of neglect. But pry it from their cold, dead hands Intuit cannot, so you can still buy new versions of Quickbooks Desktop.
That's why what you guys are saying is so ridiculous. You're denying a reality in a field you're not familiar with. You're saying something should be different because it's inefficient or other industries work differently. But you haven't done the user research. You don't have decades of experience dealing with the people who actually spend money on the software. You're in no position to critique the way that Intuit thinks.