Why Facebook Continues to Grow Despite Disregarding User Feedback on UI Changes

Nor making the UI changes will not deter anyone from continuing to use it. Complain all you like, your options will still be - use Facebook or don#39;t use Facebook.

Ubiquity and Convenience

One reason that it keeps growing is that it has become ubiquitous, whether you like it or not. Many websites offer various sign-up methods, but one of the most preferred is with your Facebook ID. Furthermore, an increasing number of sites feature popouts encouraging you to sign in with Facebook. At least one newspaper that I know requires you to be a Facebook member to comment.

People's Reactions and Empowerment

Some people complain about the UI changes, and after a while, they forget about it. However, the complaints are less motivated by the changes themselves than by the lack of say in those changes. People feel that their preferences and comfort zones are being disrupted without their input. It's akin to coming home to find your favorite snack has been moved; you're not happy, but you can't do anything about it since you don't own Facebook.

I disagree with the notion that these complaints are not representative of the majority. Most people are upset when Facebook makes changes, and their frustration stems from feeling powerless against decisions affecting their user experience. They feel a sense of ownership and familiarity, even if that is an illusion, and this sentiment drives their reactions.

The Social Aspect of Facebook

This reminds me of the events that led up to the rise of social media, where the social aspect was the driving force, not the business aspect. Facebook taps into this social need to connect and communicate, and businesses leverage this by using ads to reach their target audience. While some users engage with these ads, the majority of Facebook's user base is driven by social interaction and not commercial interests.

Users' Frustration and Lack of Agency

The complaints are fundamentally about a lack of agency. People want more control over their user experience and feel that when Facebook makes changes, they are treated as mere consumers rather than active participants. When Facebook made its UI changes in February, this feeling of being disrespected by the platform intensified. The blog post I wrote at the time delved into the idea that "Use does not convey ownership, but people feel that it does. Familiarity and constant contact make it seem like a product is ours, but it simply is not."

Users take to platforms like Facebook, and when these platforms make changes without considering the community's voice, the results can be backlash. But despite this, Facebook continues to grow because many users feel that the benefits of the platform outweigh the drawbacks. It is this balance of social connection and utility that keeps Facebook a dominant force in the digital world.

For more insight, Cassy, Facebook's own design manager, discusses in a podcast how they use data to inform design decisions but not to drive them. The takeaway is that while data is valuable, the human aspect of user experience should not be ignored. It is important for platforms to consider user feedback and adjust accordingly to maintain trust and engagement.