Of course users don't want anything complex, and if the resulting custom software makes a task more confusing and error-prone than a spreadsheet, the developers

Of course users don't want anything complex, and if the resulting custom software makes a task more confusing and error-prone than a spreadsheet, the developers and designers have failed. Instead, I read this comment as meaning a few different things: 1. It is difficult to get users to try something different. 2. Most users don't comprehend the limitations of the software with which they are already familiar.