From my experience, i) the people who push features don't actually use them; ii) people overestimate the pain users will go through to reach their services;

From my experience, i) the people who push features don't actually use them; ii) people overestimate the pain users will go through to reach their services; iii) in a lot of businesses it's actually really _hard_ to advocate doing nothing - no new features, no further investment, no changes. So something is done because something seems better than nothing, and thuse the product slowly accumulates cruft.