Have a good reason to make big changes

January 5, 2011

When I submit expenses to my extended medical program, I do almost all of it online. (Isn’t it better than the old days?) Sun Life recently made some changes to the website, and while most of them were good, one of them drives me crazy, even though I’ve had a few months to try and get used to it.

It used to be, to log in, I selected “plan members” under the drop-down. Now I have to select “My Sun Life” and it drives me crazy. Every time, I have to hesitate because the choice I was used to has disappeared.

It’s a small thing, to be sure. But it’s the small things that make user experience work. So before you make changes on your site that will affect your readers’ experience and habits, think hard: is it really that important to change? Or would it be better to leave some things the way they are?

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