Simpler Apple Apps Shouldn’t be Simple-minded

| Hidden Dimensions

“The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.” — Alvin Toffler

“Our imagination is stretched to the utmost, not, as in fiction, to imagine things which are not really there, but just to comprehend those things which are there.” — Richard Feynman

Some of Apple’s new OS X apps are exhibiting an interesting tendency. Instead of a brilliant user interface to deal with technical complexity, there is the removal of functionality. However, simpler isn’t always better.

In times past, we were all amazed how Apple would take complex computer technologies on our Macs, distill them down to the essentials and wrap a beautiful, unambiguous user interface (UI) around the app. The brilliance was that we learned by doing instead of remaining confused. This was in contrast to Microsoft. We made fun of Microsoft for user interfaces that were laughable, ambiguous, confusing, unproductive and ugly. As a result, nothing really worked right. Apple’s approach is why we’re attracted to the Mac OS.

Lately, however, Apple seems to have taken a different approach with some apps, even OS X. Instead of making things clearer, thanks to a deep understanding of user interface principles, Apple has been achieving a cleaner UI by removing features. One wonders if the loss of functionality allows Apple to suppress annoying complexities, leaving the users to rest assured that all is well with their Macintosh life.*

Equations

Recently, I saw this tendency when I reviewed Apple’s AirPort Utility 6. But this isn’t the first instance of that tactic. This happened before with QuickTime, iMovie and Final Cut Pro 7/X. In OS X Lion it has appeared with AutoSave and the hiding of the user’s Library folder. In Safari, it has appeared in the suppression of Cookie detail and the glossing over of invalid certificates.

What’s Going On?

There are several good reasons why Apple ships some new OS X apps with features removed.

  1. Apple product managers look closely at the feedback mechanisms built into OS X. When features are seldom used, it’s hard, by virtue of Apple tradition, to justify engineering resources to continue to implement those features in new versions of the app.
  2. Apple may be looking forward to the day when iOS is the only OS available to the user, and so there’s an effort to bring the two code bases into coherence. That means making OS X more iOS-like, what Ted Landau calls iosification.
  3. Apple managers believe that by removing features from apps, in the spirit of Steve Jobs, they are making apps cleaner and life better for customers.
  4. A variation of #1. When developing a major revision of an app, say, converting from Carbon to Cocoa, it is a good practice to keep the new app simple at release. That minimizes bugs. Then, in time, older features are brought into the new version in response to customer complaints and demand. After all, why include functionality that no one is lobbying for or that no one uses? I see that happening with Final Cut Pro X, but the tradition goes way back.

These may be reasonable approaches from Apple’s point of view, but I don’t think they serve the customer well. The reason is that these rationales leave the customer wondering what Apple is up to and when it will make things right. Is Apple dumbing down its products to appeal to a larger, less technically adept audience? Or is Apple becoming callous, believing that some of its customers can just darn well wait until it gets around to adding essential features back in?

It goes without saying that complexity breeds confusion and simplicity breeds clarity. However, clarity can also come from hierarchy, organization, concise language, visual cues and metaphor, and gradual disclosure.

Backing Into a Corner

For example, in the new AirPort Utility (AU), we are now confronted with three versions of the app. AU 6, which ought to be the single best app for Lion and Snow Leopard, instead only works on Lion. And it’s missing major features that version 5.6 has — which is also Lion-only. And if you’re using Snow Leopard, you must use version 5.5.3.

Apple has backed itself into a corner. If, for example, the two Lion utilities were named AirPort Utility and AirPort Utility Pro, then a few customers might download the Pro version and burn themselves. That might lead to unwanted support calls, but it also leads to customer education.

If Apple comes out with a version 6, as it did, then presumably everyone will rush to that, thinking it’s better (it isn’t) and forget about 5.6. Experienced users must learn why 5.6 is better. (Just one example.) Customers spin their wheels, and the simplicity of the new app translates into complexity in understanding the three OS X apps.**

A third, preferable approach might be to figure out how to have just one AirPort Utility that gracefully helps the novice user set up an AirPort Extreme for the first time, yet has an Advanced Mode that caters to more demanding users. Yes, that would be hard work. Instead, the customers who may have legitimate requirements to have a Snow Leopard and Lion mix have three apps to deal with, and the highest numbered version isn’t most capable version.

AU 6Did this UI require Lion?

Learning is in Apple’s DNA

But is it in the apps? Novices, when they stumble on advanced functions in any app, are inspired and sobered. They realize that they have something yet to learn. However, they may not use an advanced function because the app has failed, by virtue of a poor UI, to make it comprehensible.

Then, by eliminating what appears to be under utilized functionality, Apple unwittingly fools new customers into thinking that they know everything about a technology. That betrays Apple’s statement that education is in its DNA. How far is far enough when it comes to dumbing down apps in order to appeal to customers who really don’t want to learn anything?

A few years ago, I was chatting with a computer science college professor who complained about his freshman. They felt that because they could operate iTunes and write a report in MS Word that they were computer experts. The professor knew he had a long, hard journey ahead to open their eyes.

In the past, when Apple was always trying just a little harder than the competition to bring simplicity, coherence and yet power into our computing life, we felt that because we could actually accomplish something cool, the world was ours. Learning could be fun.

Simplicity, taken to extreme, deprives us of technical wonder and learning and humility. It ruins our imagination.

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* There is a mountain of literature devoted to the concept that simple choices engender customer confidence and satisfaction. Simplicity is why we use the iPhone instead of feature flip phones with 300 page manuals. This is well understood, but it’s not the focus of this essay.

** It’s almost like a law of conservation of complexity. Supress it here, and it pops out there.

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Teaser image credit: Shutterstock, Equations on a blackboard.

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11 Comments Leave Your Own

geoduck

The idea that many, dare I say most, of the complaints I’ve had about Apple in the last year are related to over simplification is insightful. I hadn’t put that together but it does answer a lot of the questions I’ve been having about why Apple seemed to be turning away from long time users. I guess if you’re old enough to remember using DIP Switches to set the SCCI ID on a drive and have opened more than a few cases to upgrade, cards, RAM, drives, etc. then these seem like losses. If the limit of your computer experience is an iPod or iPhone then when you configure your Airport you’ll want something that hides most of the (scary) bits.

I remember a simpler argument in the late ‘70s when Honda produced motorcycles with an automatic transmission. Old timers weren’t pleased, but Honda sold millions of them.

Lee Dronick

For example, in the new AirPort Utility

This begs the question are there 3rd party Airport utilities?

Update - From I understand you used to be able to configure Airport via the Terminal, is that still doable?

YodaMac

“...dumbing down its products…” or “...becoming callous…”
That’s really the only two possible explanations you think customers can arrive at?

I’m afraid that just sounds like elitist-techno-whining to us “regular folk”.  You know, the millions who buy and happily use Apple products every day- Not the secret cadre of techie’s who keep insisting they know better.

Please learn from others mistakes.  I was totally embarrassed by the knee-jerk reaction of my fellow “professional” TV/Film editors to FCPX.  It was so much ado about nothing from an obviously spoiled bunch of creatives who “jumped ship” before they even saw any water rising.

Patience.  Apple releases as stable a product as they can deliver.  They add missing (sometimes, honestly unnecessary) features as time goes by (in the case of FCPX, just a few months).  And all is right with the world again.

Nobody forces you to click that “Software Update” button the day a new version releases.  Patience- its also simple.

BurmaYank

“I wouldn’t give a fig for simplicity on this side of complexity,
but I would ?give my life for simplicity on the other side of complexity.”
- Oliver Wendell Holmes -

Great points, John.

Viva the Martellaro/Jobs “Law of conservation of complexity: Supress it here, and it pops out there.”  Jobsian simplicity sure ain’t easy, but it sure is worth seeking.

geoduck

They add missing (sometimes, honestly unnecessary) features as time goes by (in the case of FCPX, just a few months).  And all is right with the world again.

Interesting. All the gnashing of teeth and spilling of web-ink at first but then nothing about features returning in later versions. I didn’t know the problem with FCPX had been fixed.

I guess the old saw about never going to a X.0 version still applies.

1stplacemacuser

Things that I seldom use should be as simple as possible.  The Airport Utility app should be simple.  I use it maybe once every two years, if that.  I only need it when I get a new airport (rarely) or a new computer (equally rarely, and then, by doing a restore from the airport, I get a new computer with all my stuff in it, including access to the airport).

Other network configuration tools are similar: I rarely use them.  So instead of some arcane mumble-jumble, asking me for IP addresses or MAC addresses, choice of DHCP or static or…, I’d rather have a simple graphical user interface telling me where to go.

Every-day use apps like Pages or Numbers can have a full feature with lots of whiz bang because if I’m using the whiz bang on a daily basis, I’ll be familiar with them and have no problems knowing how to use them.

It’s jus that the infrequent apps are the ones no one bothers to remember how to use.

wilf53

I was actually relieved to see the new Airport Utility. The old one often made me a bit uneasy:)
On the other hand, there are people who would make good use of all the features which were available, so I agree with the idea of a Simple mode/Advanced mode. That is how most scanner software works. One mode for those who just need to scan a picture or a document without too much fuss - and then an advanced mode for us who need it in our work.
Hard work but it will pay off, I am sure - happy customers all over and fewer complaints.
Actually, the Terminal is in some way the Advanced Mode of Mas OS X. I also think that Apple needs to consider that there are always users who need the Advanced Modes to get their work done. The majority of users will probably never have any use of it, and they shouldn’t be bothered with it, but it would be bad if there were only two options for pro users; Windows or Linux.

I seriously think it is a wrong turn to completely iOSify Mac OS X. Keep the Advanced Mode.

ibuck

“Everything should be made as simple as possible, but no simpler.”
—Albert Einstein

Apple, historically, has been good at the first part of Einstein’s maxim, but when they remove functionality from their products, they violate the second part. We can give them a bit of slack if that functionality reappears in a couple of months, provided they don’t charge us, in the case of software, for eventually replacing it. But if they don’t replace it, or take too long doing so, or cost too much, then they have dumbed it down excessively. And that can give rise to commercials like we saw during the Super Bowl?from a smartphone competitor.

Dumbing down and lost features can cost Apple both from the technophobe end and from the tech geek end of the spectrum. Whether it’s lost good will or lost sales, Apple needs to take good care at the line they are treading.

John Martellaro

ibuck.  I love it when a reader syncs into the thread of my reasoning and recasts it so beautifully and succinctly. If we ever meet, I’ll buy you a beer.

iJack

?The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.? ? Alvin Toffler

Then there’s John Wayne’s version.

“Life is hard; it’s harder when you’re stupid.”

Lancashire-Witch

I wondered if the release of AU 6 was part of a plan to get us to ditch our old 802.11 hardware and buy new 802.11n equipment. If Apple continues down the road of streaming content from the cloud we’re gonna need fast(er) wireless home networks.

But then I thought about it a little more and decided that I totally agree with ibuck

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