> it's a net negative for the end user Indeed it is, however the end user is probably not the customer of the business. The business is serving its customers.

> it's a net negative for the end user Indeed it is, however the end user is probably not the customer of the business. The business is serving its customers. Sometimes end user = customer. But often they are different sets of stakeholders with their own priorities. I'm not saying businesses go out of their way to piss off end users, but customer needs trump end user needs.