Don't make V1 TOO Crappy

Avery is a company that provides some... paper needs. I don't know all of what they provide, but I know they provide labels. I know this because my fiancée and I were printing out labels for our upcoming wedding. They provide an online tool that could be... very good. Instead, it is... so so.

They provide web tools to construct a PDF which can be printed on to your labels. This is an awesome idea because it is a very portable way to print to their paper products, and could provide highly customized behavior geared towards the type of paper you are printing to. Labels, in our case, could have some really cool software designed specifically around producing the exact labels you want on the specific Avery label product you purchased. If Avery wanted to be a leader, they could even support their leading competitor's products, so when you think of a good experience for your printing needs, you think Avery. This means you might be more likely go for the Avery products the next time you wanted to buy some labels, if they can leave that good of an impression on you. Nevermind the ad revenue they could rake in on top of that.

There is no reason this can't work on any browser with any operating system, right? Well, that is their first failure. The tool (which seemed to be primarily built with flash) wouldn't work on Chrome or Firefox in Ubuntu. I see no compelling reason why it had to be built with Flash, except that it probably was easier to develop their customized UI. Well, I don't believe Flash really gains you much there, but I can understand the thinking that it does. Regardless, some of the controls just failed to respond in my browsers. Namely, a checkbox to toggle the first row in a mail merge as header names vs a separate data row wouldn't respond. Also, the button to add a new span of text on the label didn't respond. Ultimately, I was forced to use IE within my Windows VM, as disgusting as that was. Firefox might have worked on Windows (and maybe even Chrome), but after 2 failed browser attempts, I wanted to go to the crappiest browser that too many unskilled developers still seem to target exclusively.

Ok, force me to use a shitty browser to get my work done... that's a huge mark against you, but if the rest of the user experience is just mind blowingly awesome, I can forgive you. But seriously... I have to have a blown mind by the time I'm done for me to forgive you. It's just too easy these days to write cross browser HTML and JavaScript to excuse the lack of portability. This is not an application that screams the need for Flash, so I think it's an indication of a lack of talent and creativity that they resorted to Flash.

Moving on, I ran across another bug that showed the lack of polish they put into this product. They have a nice mail merge feature that allowed me to upload an Excel spreadsheet and use the rows as addresses. This is a must have for printing labels, but also one of those features that makes you happy to be using a computer instead of doing this stuff before our digital age, like attempting homebrew calligraphy with a ballpoint pen. So, they had a nice feature that I already mentioned. You could mark the first row as the row specifying your field names, effectively starting your data on the second row. Neat! It even worked! Except... for our recent batch of labels, when selecting fields to place in the label, only the first field was showing, and truncated as "Mr." That's odd. We tried dropping the header row, and the problem still showed up. I guess I should add that the first column value of the first row was something like "Mr. & Mrs. John Doe." It dawned on me that maybe these mindless developers were so bad that a simple & character could screw up the mail merge. I moved the row down and put in a more innocuous row at the top. Sure enough, it worked smoothly! So, let me get this straight... a mail merge that could have completely arbitrary data in it breaks down because of a simple & character???!?!? I shudder at the thought of what security holes might be present in this application.

Ok, I have saved by far the most egregious issue I have with their application for last. Their login process. Now, I can't for the life of me understand why they need any of my information to let me generate a PDF. However, they had multiple required fields, including my name and email. Why do you, Avery, need this information to construct a PDF to help me utilize your real product? It baffles me. Well, I gave the information, and then had to go back and start again due to some of the issues above. I figured this process had implicitly registered me, since the form had looked like a registration form. When I went back and attempted to log in, I discovered that this was not the case at all. That irked me, so I decided to register. And, FYI, the registration form looked exactly like the form to just use their web tools directly... just with an added password field. I registered and then clicked the link to get back to printing labels, and guess what? I got the form again to get my name and email to start the label making process again! Are you KIDDING ME?!?!?!?!!!!!

In what could have been an amazing experience, Avery thoroughly dashed my hopes that more companies are starting to understand that cross platform web tools are the future. Instead of being a leader in the specialized paper printing business, they have made me shudder at the incompetent developers that they likely hired to do this job. There were nuggets of a really cool product, so there must be some smart people there... but they are likely drowning from a few really bad apples.

I think this kind of disproves Jeff Atwood's recent post that you should release a crappy version 1 and iterate. Or at least, it reinforces the thought that he included that you shouldn't release total crap for version 1. I guess Avery could redeem themselves in my view if they are iterating and actually listening to good feedback. If I come back in a couple months, and all of these issues are somehow tackled... I could forgive these transgressions. I seriously doubt it will be the case though.

I think Avery is stepping in the right direction with their online tools. They have a lot of potential there. Unfortunately, their execution makes me embarrassed as a fellow web developer.

Free and Loving It

I have a soft spot for Open Source Software. When I compare two software products, I will almost always lean towards the Open Source alternative, if it can accomplish my task with some amount of pleasure.

Just tonight, I was working with Open Office with my fiancée. We ran into several kinks along the way, ultimately costing us the night. We couldn't finish our task, though I mostly blame my procrastination.

In particular, we were trying to print out some labels, given a spreadsheet of addresses. I had no problem finding howtos and working through the problem. However, we ran into small problems here and there. For example, I couldn't create a database out of a spreadsheet right away because Ubuntu didn't package the Database portion of Open Office along with the rest. I then innocuously named our database SomeName_12.1.2009. When trying to print, this ended with an error that it couldn't connect to the database. Renaming the database to SomeName_12_1_2009 solved the problem. Something we could figure out easily enough, but not something I would expect an average user to think of (nor do I think they should have to think of it). She became frustrated, rightfully so, and ultimately exclaimed that she's going back to Windows (for her Office needs).

At this point, it dawned on me that I don't mind giving Open Source the benefit of the doubt. The hacker in me enjoys figuring out how to work with the software (as long as what I want to do is possible, and reasonably easy). The hacker in me also appreciates that the project was built by people that are likely much more passionate about writing software, and much more passionate about getting something useful to people (instead of making a bunch of money). This is not to say there aren't people in the proprietary world that love software and want to deliver awesome stuff to people, but I just can't identify with that crowd of enthusiastic developers as much.

This is also why I foam at the mouth when I read comments like Jeff Atwood's:

as predicted, Google's "let's copy how Microsoft does phones, but open source!" model is a fail: http://is.gd/589U8

I've read the article he links to, and I consider it complete bullshit. I have a G1, and I love it. I have played with the Droid, and I drool over it. I know several people that have one (or some other Android powered phone), none are unhappy about the pick. Jason Calacanis of This Week in Startups (among many other things) has commented on his show that he loves his new Droid. Browsing some of the comments on that negative post, I see several that point to rogue processes as the likely culprit of the device slowdown discussed in the article. I've found this to be true of my G1. Sometimes I will discover my battery drained much faster with little reason during the day, or it will become extremely sluggish. Both cases I've had more than enough reason to believe it was a rogue process from something I had installed. With greater power comes greater responsibility.

In the Linux side of things, I have become far too attached to Emacs and the powerful command line based applications that I would never willingly go back to a Microsoft prompt. The Free world gets me, and I get them. I tend to believe in live and let live sort of philosophies, which has no room for restrictive licenses and the likes of DRM. Software patents scare me because I want to be able to develop anything I want, without having to worry that someone else may have already thought of the idea and patented it. I also don't care if someone takes my ideas and tries to make them better. I may be a bit envious, but I firmly believe the meat of a product is in the execution, not the imagination. Ideas are a dime a dozen, but passion for your users and the desire to develop something of quality and value is truly rare.

I don't understand the Microsoft world, and I don't want to. Which world do you identify with, and why?

Goodbye Mercury News

Newspapers can't go away quick enough. I blogged about the newspapers recently, but I was speaking merely as an indifferent party at the time. I don't read the paper, and so I don't really care if they survive or perish. Now I have a strong opinion. I want them to go away, and I want them to go away soon. Well, this isn't entirely fair, because I'm basing this strong hatred on the actions of a single particular paper... the San Jose Mercury News. Presumably not all papers act in such sleazy, annoying manners, but any that do... I hope they disappear tomorrow. Scratch that, I hope any business at all that acts this way perishes tomorrow.

Ok, enough teasing. Rewind a few months. My doorbell rang, and I went and looked out the peephole. There was a strange kid... and I foolishly opened the door. It was a kid going door to door selling subscriptions to the San Jose Mercury News in an effort to get help going to college. I had actually helped a kid doing the same thing a year or two before, and I didn't mind helping this kid too. The last time I had given cash, but this time I was out. Then, I made my second mistake... I paid with a check. The kid needed my phone number, supposedly so the Mercury News could verify I was indeed helping him out. I reluctantly gave him my number... my third mistake. Somehow, I knew I was making a mistake, and immediately wished I had just closed the door on him. I had half a mind to call him back and write a new check out to him, and let him cash it and keep it, or buy a paper for his school or something. I indicated I didn't actually want the paper, and that he could give it away... I think he ended up giving it to a neighbor nextdoor that wasn't home.

Fast forward back to present time. The whole thing ended up being a scam. I'm sure the kid got some help from the Mercury News towards college, but at the cost of the Mercury News getting my phone number. I got a call shortly after the subscription ended with a request to resubscribe. Damn are they aggressive when calling! It took a few minutes for me to dash her confidence and finally end the call. I thought that was that, but have since received at least two more calls, one coming just this last Saturday. A holiday weekend no less! I would think they would stop calling if I emphatically tell them I am not interested, and even explicitly say I have never read the newspaper, and never intend to. I guess I'm just a number in a big list of possible sources of revenue now. Next time I guess I just need to tell them to make sure I'm off their list. And the next time some poor kid is going door to door selling San Jose Mercury News? Sorry! I will send 'em packing. I don't mind helping a kid go to college, but not if it is just to get my number on a list to cold call every other month.

I think I walked away with another lesson on how to treat your customers. If you might be bugging them, stop and reconsider what you are doing. Your sources of revenue should be from people that love what you are doing for them, not people so annoyed by you that they buy your product just to shut you up. It's definitely a no no to set up a faux charity just to turn around and annoy the contributers.

Serve Your Users

I'm a bit upset. Some friends and I were planning a trip to San Francisco soon, and a few of them have booked a night at the Sheraton Fisherman's Wharf (don't worry, I will tie this in to software in a bit, trust me). I needed to book a night for me and my fiancée, so I brought up their website. Uh oh! The hotel was booked solid that night. This was bad... what if we have a hard time finding a place? This wasn't what made me mad though... well, besides at myself for not booking earlier.

What if the website wasn't accurate? I dialed up the hotel, just to be sure. It went something like the following (though it's coming from memory, so expect a bit of embellishment):

Me: Hi! Do you have a room available for the night of X?

Them: I'm sorry, I don't see anything available. Is the night flexible?

Me: Well, my friends already booked the night with you, soooo...

Them: I can check the Starwood Hotels, Le Meridien. It is about a mile away. Shall I check availability for you?

Me: Uuuuh, well, my friends are already staying at your hotel. Is there anything nearby that might have a room?

Them: ... It's only a mile away. Shall I look that up for you?

Me: Sure.

... She proceeds to book a night at Le Meridien, informing me of an offer comparable to what my friends had, though I made sure I had a refundable option so I could think it over ...

Ok, so this may seem like pleasant help from the reservations department at the Sheraton, but it's not quite why I'm angry. You see, after I hung up, I first checked how far on the map the 2 hotels were. It ended up being 1.4 miles... not exactly easily walkable for a night on the town. This wasn't why I was steaming though.

I then did a quick search of the nearby hotels to the Sheraton. I zoomed in on Google Maps, and all the hotels nearby were listed right on the map. The Hyatt, a block away. Holiday Inn, a block away. Best Western, across the street. Radisson, across the street. This was when my anger bubbled up. I called up the Best Western and found out that not only was a room available, but I could get the same price my friends got (and which was offered me at Le Meridien). I quickly cancelled the night at Le Meridien, quite thankful I didn't rush into the no refund deal I was initially offered.

Let's be clear, I fully understand where the Sheraton employee was coming from. They may get some kind of commission for redirecting my business to their sister hotel. They want to ensure they are getting my money. What irks me, though, is that I made it clear I preferred to be near my friends, yet she proceeded to push an option to me when she very likely knew full well there were alternatives that would have suited me better. It may be that any of the hotels I saw would do the exact same thing in a heartbeat, but I feel it is a grave mistake.

First, the Sheraton had a great opportunity to turn me into a fan. Had they pointed me to one of the numerous walking distance competitors, I would have remembered that fondly, and told everyone about my experience. Not many companies clearly have your best interests at heart. Instead, I remember it angrily... and tell everyone about my experience.

This is how I feel this story relates to software... well, more about business, but same thing if you are a software company. The way you need to treat your customers is as if your goal is to see their goal achieved in the way that best makes them happy. If that means pointing them to a competitor who would solve their problem better... then happily point them to your competitor's open arms. Don't treat your customers (or potential customers) as if their money is the only thing you care about, like the Sheraton did in this case. Your users will find out you weren't being completely honest, and they will hate you for it. They will speak out and write on some puny but public blog and tell everyone about the experience. Ultimately, your users will find their way to the option that is aligned with solving their problem, not extracting their money.