> No PM in history has ever said "This seems to be working pretty well, let's leave it the way it is." Because that's not bold. That's not visionary. That doesn't get you promoted.
This has been the case with operating systems and many significant pieces of software for a long time now. From Windows and OSX to Office to less widespread software like quicken. UI and UX changes being pushed in virtually every release as the "great new thing" that will make your life better to the point where it has become like the fashion industry where everyone is looking for this year's "new style" and follows the seasonal trends (dark mode! light mode! flat icons! raised icons! whee!).
Once most software reached a level of functionality that satisfied 99+% of its users, such as Office did 20 years, for any subsequent changes to seem significant they had to violate many of the rules of good UI and UX design - like how Office 2007's ribbon was a step back in terms of explorability/discoverability. As a programmer, I am well aware that the menus and UI built up over the previous 2 decades could have been retained, or kept as an alternate mode, but I'm also aware that most people would have stuck with what they already had invested hundreds if not thousands of hours invested in learning, and the resulting low adoption rate would have meant the person responsible didn't get her promotion and bonuses. Priorities you know, the good of the one outweighs the good of the masses. And how many times are disruptive UI/UX changes made to promote something someone paid for (Looking at you Mozilla/Firefox)?
> It is the dream of every PM to come up with a bold UX innovation that gets praise, and many believe the gospel that the software is better at figuring out what the customer wants than the customer is.
While the PMs may dream, their customers curse the day they were born and wish nothing but ill-fortune upon them.
Most of the software and devices we have are tools to us. And now that we live in a world where they are auto-updated whether or not we want them to be, it is now a regular occurrence to go to use our phones or PCs to do something we have done numerous times before and be startled to discover that something has changed and it's made doing the task we wish to do more confusing, difficult, or that it started doing something completely unintended. No one likes going into the garage to get a hammer, only to discover that they have to relearn how to hold and wield it, but that's pretty much the norm today for many pieces of software.
I can remember one day when it started that I would pull my phone out of my pocket and there would be a half completed reply email sitting there. Apparently after a recent update my phone added a "shake to reply" option that it defaulted to on, and it interpreted the action of my putting it in my pants pocket as a 'shake' and launched a reply as it was disappearing into my jeans pocket. With no warning to it, I had to eventually puzzle out what had changed and was going on. A waste of my time and comfort.
Phone OS updates happen all the time, and we are trained to install them without a second thought (patch latest security holes, etc), but they don't come with (nor do we usually want) a nice tutorial spelling out ALL of the changes we didn't ask for and had no choice in. Desktop OSs are no better. Too many times I boot up my PC to find new widgets added, and my custom UI and registry settings have been reset.