Software updates are meant to improve user experiences, but according to new research from UserTesting, the human insight engine for the enterprise, many people feel they're doing the opposite. A new global study of 4,000 adults across the U.S., U.K., and Australia commissioned by UserTesting and conducted by Talker Research found that adults globally are increasingly frustrated with software updates, viewing them as disruptive, unnecessary, and difficult to trust.
78-85% of users avoid updating devices unless absolutely necessary (85% Australians, 81% Brits, 78% Americans).
61% of UK adults, 54% of US adults, and 53% of Australians believe apps are deliberately made worse over time to push paid upgrades.
56% of Americans report feeling anxious or annoyed before updating.
77% of Australians, 72% of Brits, and 68% of Americans would install updates for improved security with only slight design changes.
62% of US adults said OS updates disrupt their daily device usage.
64% of UK adults and 55% of Australians believe companies release updates too often.
Adults globally believe software updates are often designed to benefit companies more than users.
61% of U.K. adults, 54% of U.S. adults, and 53% of Australians believe apps and software are deliberately made worse over time to push people toward paid upgrades
61% of Australians, 60% of Brits, and 55% of Americans believe software updates are designed to only make sense to younger users
64% of U.K. adults and 55% of Australians believe companies release software updates too often
For many users, software updates create emotional stress before and after installation.
56% of Americans report feeling anxious or annoyed before updating
In Australia, 37% feel anxious and 22% feel annoyed before pressing the update button
In the U.K., 34% report anxiety and 20% report annoyance before updating
Users across all three regions also reported frustration when software updates disrupt familiar experiences and workflows. In the U.S., 62% of adults said operating system updates disrupt their daily device usage, while 41% of Brits reported experiencing an app update that negatively impacted their ability to complete a task. In Australia, nearly half (47%) said they feel frustrated when updates require more steps to complete everyday tasks.
Despite widespread frustration, security remains the strongest motivator for update adoption across all three regions with 77% of Australians, 72% of Brits, and 68% of Americans saying they would install an update if it improved security while only slightly changing the design.
These findings suggest users are not fundamentally opposed to updates; they simply want updates that feel useful, intuitive, and respectful of the way they already use technology.
"We're entering an era where AI is going to compress product cycles dramatically, which means more updates, more changes, and more chances to either build or break trust with your customers," said Bobby Meixner, Vice President of Solution Marketing at UserTesting. "The brands that get this right won't be the ones shipping the fastest. They'll be the ones who understand the human cost of every change they make. Security should simply be table stakes. The real competitive advantage is understanding what the update feels like on the other side of the screen, through the eyes of your customers."
The study also highlights several clear opportunities for brands and product teams looking to improve update adoption and rebuild consumer trust:
Lead with security and stability. These are the strongest motivators across all three markets. Security-forward messaging drives update adoption.
Prove usefulness before asking for trust. Users need to understand why an update matters, especially when it changes something familiar.
Respect muscle memory. Layout and navigation changes carry real cognitive costs. Minimize unnecessary redesigns and communicate what's changing and why.
Acknowledge the anxiety. More than half of users feel anxious or annoyed before updating. Empathetic, transparent communication can turn hesitation into confidence.
Don't over-update. Majorities in every market believe companies release updates too frequently. Consolidate, communicate, and make each update count.
About UserTesting
UserTesting is the leading customer insights solution, enabling organizations to make confident decisions by understanding how real people experience their products, services, and ideas. The company's AI-powered platform provides on-demand access to diverse perspectives through a global participant network and flexible recruitment options. UserTesting delivers end-to-end capabilities from participant recruitment through AI-driven insight generation, helping design, product, marketing and research teams make better, smarter decisions, improve stakeholder alignment, and drive measurable business outcomes.
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