Mercedes CEO Acknowledges That the Company 'Neglected the Customer' When It Eliminated Buttons

      Adam Ismail

      The latest car news and reviews, no nonsense.

      Our free daily newsletter delivers the most important stories right to you, every weekday.

      A few months back, I had the chance to test the new electric Mercedes-Benz CLA. While there were several features of the compact sedan that impressed me, its infotainment system and the absence of intuitive buttons and physical controls frustrated me immensely. It appears I’m not alone in this sentiment, as Mercedes CEO Ola Källenius recently acknowledged that the company has listened to public feedback and recognized it may have taken its button-reduction efforts too far.

      “Sometimes, we get a bit ahead of ourselves, focusing on technology for its own sake and perhaps losing sight of the customer,” Källenius stated, according to Autocar. “From now on, you can expect to see us reintroduce the most practical buttons.”

      The CEO also noted that “the industry as a whole might have gone a bit too far” with digital controls, including voice commands, and when asked if vehicles have reached “peak screen,” he replied, “I don’t know if we’re at peak screen, but we’re at low button.”

      These comments from Källenius are promising, especially considering he leads a company that has aggressively pursued the replacement of physical controls with screens. Of course, it’s not the only one at fault; BMW also shares the challenges associated with digital controls.

      Källenius mentioned that Mercedes has already begun reintroducing buttons to steering wheels, but as is often the case, it will likely take some time before we see this new approach implemented throughout the company's lineup, as manufacturing cars is a lengthy process. Nevertheless, I appreciate his honesty in acknowledging that Mercedes' designers and engineers may have lost their way in this pursuit, even though it often astonishes me that many of these vehicles manage to pass real-world usability tests at all.

      Have a news tip? Contact tips@thedrive.com.