How can you solve a problem you do not understand?
Seem obvious that one cannot, yet this is an endemic problem throughout the computer industry and for that matter industry in general.
In the desire to please our customers as companies we often build features into our solutions which rather than solving the problems we thought they were solving just make our products complicated and harder for our customers to use.
It’s an overdesign problem.
For a couple of examples of this consider Our own experience with Iguana X and my remote for my air conditioner.