They don’t. But as a Fastmail customer, I am _really_ tiring of how much they iterate on their UI/UX without notice and seemingly decreasingly solid testing. They push stuff to prod that doesn’t hit beta (at least the public beta environment) regularly. I just stopped using the beta environment because they only test “big” stuff there, it seems.

But for the past year they’ve been nitpicking their GUIs and UX and it’s maddening. They take away or move intuitive and accessible features with no replacement, or end up making you do more clicking/tapping to get there.

I have sent feedback to support many times. Sometimes they revert changes within a week, and sometimes it’s just the canned “we strive to always enhance our customer experience” copy.

Either way, it’s disruptive and unwelcome. Their 2021 era UI was perfect. When they started announcing partnerships with other companies I think they also ended up with more users that are consumers and that creates tension with prosumers and professionals.

Fastmail used to be a haven for people who cared about email and privacy, and many of us chose them based on our own professional experiences running email infrastructure. But now it’s quickly “consumerizing” and their designers clearly have the “to enhance is to remove” mentality.

And as a reseller — don’t get me started on their new billing system and model, which is less reliable than what came before, less flexible, and was launched with no real supporting documentation.

/rant.

The service is still fantastic though in terms of speed, infrastructure, etc. I trust their technology a lot. Their UX/UI people need a time out. Whoever replaced their “Moonpig” billing system with Paddle did the users a disservice.

They don't deserve punishment. But they should understand that this is not just "their product" but it is also my tool. Tools like this do not need to change and absolutely should not change without there being prior notification. Yes, in many ways the UI changes are trivial. They don't fundamentally change what's possible. But my keyboard never changes on me without input. My workbench doesn't rearrange itself without my input. If they want this to continue to be my tool (I've been happy to pay them for it) it needs to respect my time and attention.