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Minimizing change aversion for the Google Drive launch

Aaron Sedley
CHI'13 Extended Abstracts on Human Factors in Computing Systems, ACM, New York, NY, USA (2013), pp. 2351-2354


Change aversion is a natural response, which technology often exacerbates. Evolutionary changes can be subtle and occur over many generations. But Internet users must sometimes deal with sudden, significant product changes to applications they rely on and identify with. Despite the best intentions of designers and product managers, users often experience anxiety and confusion when faced with a new interface or changed functionality. While some change aversion is often inevitable, it can also be managed and minimized with the right steps. This case study describes how our understanding of change aversion helped minimize negative effects for the transition of the Google Docs List to Google Drive, a product for file storage in the cloud. We describe actions that allowed for a launch with no aversion.