Unfollow because Techsmith is not listening

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  • Updated 2 years ago

Unfollow because Techsmith knows better.

Snagit is destroyed with release 13.

Have fun!

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hans.kardol

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Posted 2 years ago

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Paul

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Harsh step to take but I can fully appreciate the frustration. All we can hear is the sound of corporate silence.  Listen ....................................................
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Rick Grunwald

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It is hard to hear the sound of little people from such lofty heights

Some of the employees DO try to help so kudos the them
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rjbjensen

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I agree.  SnagIt 13 sucks.  I'm going back to 11.
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rdrines

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I suspect their silence is part of their marketing process that is only focused internally, instead of thinking about retaining those who have been disrupted by a product release failure.  

As a senior executive in a major company, I found it was often hard to get consensus from some groups.  It was especially hard when the product manager of a release refused to believe the negative reactions were disruptive its users.  

Another reason for the silence was caused by different factions that wanted the next release to follow what worked previously, while the new approach group wanted to continue to blaze their own trail.  Whatever the reason for the indecision and communication, we don’t have any sense of where the interface design will go with SnagIt’s next release.  

This lack of information about what they are thinking creates a vacuum that depreciates their customer’s hope.  It would serve Techsmith well to acknowledge the current release’s failures and give users some assurance their next release will attempt to resolve the interface complaints that made version 13 a clumsy and time-consuming design.  For now, SnagIt isn’t the only means we have for managing screen captures.  Moving on hasn’t happened for me yet because it has been my go-to application for more than a dozen years.  

Where its interface layout goes from here is anyone’s guess.  I hope they implement many of the suggestion that has been offered.  If they don’t, we are going to face a learning curve as we move on to other programs.

What I do know is that my last 3-year service agreement is coming to an end soon.  For now, my decision is to wait and see what they offer in their next release before extending a service agreement for a version I don’t use.
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Paul

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Well said rdines :)
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Paul

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What do we want?
1. a product that works
2. a product that SUPPORTS our workflow not DISRUPTS it
3. a UI that decreases the clicks required not increases them
4. a product that prioritises user needs over gratuitous and bad design
5. a vendor that is responsive not deaf

When do we want it?
NOW!!!!

TechSmith - why do you not get this?
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Chris Larson, Snagit Technical Product Manager

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Hi all,

We are certainly are listening and hear you. Snagit 13 isn’t meeting your expectations as a long time user of Snagit.

The biggest complaints from the change that still need some work:

  • Lack of hotkeys for common tools
  • Too far to move between tools and properties when want to use a drawing tool
  • Don’t know where things are now

We really care about our long term customers, we’ve put out releases that address a lot of the issues we’ve heard from you. (If you are interested in participating in our betas, let me know. They are a big component of how we evaluate the UI design.)

We continue to make improvements to the UI. If you haven’t tried 13 since the release of 13.0, there are a lot of good changes: https://www.techsmith.com/snagit-version-history.html

Here is where we’ve communicated our direction. https://feedback.techsmith.com/techsmith/topics/snagit-13-ui-disappointing  Specifically:
“To be clear, we're moving forward with the 13 Editor design for the foreseeable future. All our analytics show an increase in tool usage in Editor. Which is fantastic. We’ve got more people than ever using the tools we’ve built to be more effective at their jobs. I apologize if there are workflow hindrances that arose from that. We learned quite a bit from our betas prior to launch and delivered a version of Snagit that many have upgraded to and continue to use.”

By increased tool usage, that means both more people (new and existing customers) are using tools and they are being used with more regularity. We monitor that usage and it’s continued to increase over time. We've seen a  2 to 4 fold increase in tool usage and the ratio of active users to install base. So overall, we’re happy with what the change got us.

The goals of the change in 13 were:

  • Expose more of the power of Snagit, while not coming off as overwhelming
  • Promote and support customization of tools
  • Make the interface more approachable
  • Put us in a better place to scale the UI as we add tools, effects, and other features
    And of course:
  • Maintain as many common workflows across Snagit as possible as we make change

Again, we take changing the UI very seriously. We are now in a good place to scale tools and their properties. So it is a good base to build future functionality. And we are committed to continue to make existing workflows easier. Be it with favoriting tools and quick styles, more powerful presets, or improved sharing outputs.

If you have better ideas for how to communicate with you, please contact Robert (r.risdon@techsmith.com) or I (c.larson@techsmith.com). GetSat has it’s limits and we’re definitely interested in your needs.

I’m also available to speak with you if you feel that you aren’t being heard with respect to Snagit. Just contact me and we can set up some time or have a conversation through email.

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Bernd Jaeger

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Gotta say one thing - I have been a long time Mac User and I am just returning to Windows. One of my main reasons to  use Camtasia and Snagit instead of other Windows Tools  is the design of the GUI. I find it clean and very usable. Of course I am also a shortcut junkie, so every new shortcut I welcome ;-)
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Paul

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Pleased to see some reaction at last but.....

Just over 5 weeks ago I posted a long series of comments on how badly broken the UI is.   I was invited to have a discussion with the team and accepted.  5 weeks have passed and no meeting has been arranged. So much for valuing the feedback of existing users.

I can see that your priority is chasing new customers.  But please remember every time an existing user buys a new licence for a new version, we are effectively new customers too. "New new" users will; be unaware of what has been lost but the "New Existing" are faced with a UI that makes it more difficult to achieve simple things and has introduced bizarre features that make no sense compared to what we had before.  I will not catalog them all again but I will describe a couple of the more obvious examples.

First, you have to toggle back and forth between 'Effects' and 'Properties' in the Editor. Why, when there is space for both?  That's not a very responsive design.

Every capture you take appears in the editor with what looks like a 1px black border.  It isn't.  If you paste the image elsewhere you don't get a border. If, as I do, you want to add a 1 x border, you can't distinguish it from the non-removable faux border.

By the way, if you decide you want to add a border the default is an 8px black border.  Can you show me any help system, any web page, anything that would benefit from an 8px black border?You can't change it to your preferred default so every session the system default returns.  You can use a preset but then you have to figure out how to do that and remember to apply it when needed.

This is just one example of how, in the interests of allowing you to move forward, things have been badly broken.  You have just made it so HARD for people to do simple things.

My concern is that the money I contribute to product development  through my licence fees is being frittered away in developing stuff like this.  Did a real user specify a non-removable faux border or a default border setting that noone would want to use?  How much time was invested in developing that and could that time have been used to develop something that real users want?

I get how hard your job is,  I am am a software product manager myself.  I know that the development pipeline is always greater than the development capacity.  That's why it's so important to focus on the stuff users want. I am an early adopter. I then give myself time to become accustomed to the new version before i comment, but even after 6 months there is no getting used to poor design.

Excuse the pushback, but these things have to be said.  In mitigation, I am subscribed to the 'Help other users' option, and I do

I was a passionate advocate for SnagIt.  You have received many licence purchases through recommendations from people like me.  But as of version 13 I have stopped recommending it.  I have already found a better alternative for video capture and I am going to revert to an earlier version.for image capture.
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Rick Grunwald

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Most of us can live with that. Thanks
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rdrines

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Hello Chris,
Thanks for caring enough to provide insights into SnagIt’s future design goals.  Understanding more about how SnagIt will evolve can provide more assurances than our guesses.  In my case, my guesses are contaminated by the disappointments version 13 created.  

In these comments, you mentioned a group of goals:
  • Expose more of the power of Snagit, while not coming off as overwhelming
  • Promote and support customization of tools
  • Make the interface more approachable
  • Put us in a better place to scale the UI as we add tools, effects, and other features
  • And of course:
  • Maintain as many common workflows across Snagit as possible as we make change
These items sound good.  However, they don’t give us an understanding of what they mean.  For example, “Expose more of the power of Snagit, while not coming off as overwhelming,” I want that sentence to mean we will go back to the “Quick-Click” palettes we had.  Or, it could mean it will have the floating palettes that are common in graphics manipulation software.  Many examples of the previous sentence got posted months earlier.

My reading inserted “palettes” because the biggest reason I don’t use version 13 came when I discovered it tossed aside the simple tool access that it replaced with an exercise of “Whack-A-Mole” menu item clicks.  

My technical writing is important and effective because SnagIt has been a great tool for letting me talk with images.  Unfortunately, I found what I can do quickly in the last version of v12, takes many times longer in v13.  It takes longer because the workflow ergonomic were scrambled and replaced by a software version of “geocaching.”

At the heart of faith are a set of beliefs.  While my biases want to believe, they mean what I want them to mean, it won’t be productive for me to think that what I want them to mean is not what you meant.  Can you add some meat to the above bones, so we all will have something to chew on and stand in line to happen?

Thanks again for taking the time to engage our comments.  Your participation is helping.
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Paul

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Given your latest post Chris I, for one, am prepared to stick it out a little longer.

When you get to that User Testing you mentioned, PLEASE be sure to harvest the names that have appeared repeatedly here.  You have some ready and willing testers - please recruit us.
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Chris Larson, Snagit Technical Product Manager

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Thank you all. :)

We aren't able to commit to the exact solution for the workflow issues we've discussed until we've tested them out a bit more and know we can deliver. Like I mentioned above, we are committed to continue to make existing workflows easier. "Be it with favoriting tools and quick styles, more powerful presets, or improved sharing outputs." That was a quick list of potential solutions, but I'd certainly add quicker access to Quick Styles there as well.

I'll certainly make sure to grab the contact information of everyone that's commented on this thread and give you all an earlier opportunity to give feedback in future betas. Please make sure you include your email address in your GetSat profile (doesn't have to be publicly visible) and I'll check those before the next beta goes out.
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rdrines

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“... we are committed to continue to make existing workflows easier. "Be it with favoriting tools and quick styles, more powerful presets, or improved sharing outputs." That was a quick list of potential solutions, but I'd certainly add quicker access to Quick Styles there as well.”

 Thanks for adding this information.  It helps to clarify your earlier comments and adds to the hope that the future of SnagIt is focused on improving its ease of use.  In my work, anything that makes SnagIt’s tools easier to apply, will reduce the capture to publication effort. 

 Consider adding annotation tools.  This area has been an area that takes a lot of time to create a consistent series of callouts across a series of images that have a stable appearance.  

Biggest issue we have in SnagIt is how to control the size, border and color of the annotation label, its connection to an image area with a line marker and line joints so the connections appear jagged.  All the required annotation elements are in SnagIt v11 to 13, but the process for creating a single annotation takes a lot effort.  It is timesink because the creation is a piecemeal process.  There isn't any ability to edit or create a callout labels other than the drawing shapes.  Right now the callout process often doesn't look adequately consistent when multiple images are in a publication.

 "I'll certainly make sure to grab the contact information of everyone that's commented on this thread and give you all an earlier opportunity to give feedback in future betas."

OK.  I’m willing to spend the time to report my experience with a SnagIt-Beta series.

Thanks for taking the time to keep us on board.