an improved UI and more free features. It was a huge step up in capability.
The beta test with over 3,000 users went well and we had crashes and
functionality pretty much conquered. Then we published the beta to
production in Google Play.
Over the course of the next week, we handled hundreds of customer service
complaints regarding the new version. Some of the complaints and
suggestions were good and we iterated immediately. Others were just "I want
the old one back" type comments. A lot of users lashed out at RadarNow!
through the ratings and comments in Google Play. Our rating, which had been
4.32 and steady for years, dropped by .01 to 4.31. That might not seem like
a lot but it lost us a coveted position as a solid #5 in weather, dropping
us to #6. Essentially, we were off the front page because of this.
Yesterday, to appease those that crucified us in the store, we released a
"RadarNow! Classic" version as a stand alone, frozen app. The release was
announced to all those that had sent us negative feedback along with a
request they amend their rating in Google Play.
The bitching stopped. The complaining stopped. There were no more one star
comments along the lines of "want old one back" or their ilk. Instead, we
have dozens of five star comments in their place. The count of one star
ratings is actually dropping.
This is a lesson learned:
Before introducing a major UI update of any kind, publish a "classic"
version with a different package name. Be sure to reference the classic
edition in all release materials and help text included with the new
version. There is a small percentage of humans that cannot tolerate change.
Even if it's in their best interest. It's a fact of life and it has to be
dealt with. No logic or reason can sway these people. They want their old
one back. Period.
There's a funny epilogue to this story. As if this writing, there are less
than 100 installs of "Classic" - a free app.
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