> you can't base a judgment on complaints alone Nor can you assume that the users who are are NOT complaining are happy. They may just be enduring the crappine

> you can't base a judgment on complaints alone Nor can you assume that the users who are are NOT complaining are happy. They may just be enduring the crappiness until they can jump to something that's better. "Discoverability" is perhaps not exactly the right word here. Just because something is "there" (SOMEWHERE) doesn't mean it's discoverable. The users might have completely different vocabulary to describe features that are are present but which have an unexpected name. Or they might have a workflow in mind that doesn't give a name to what they need, but which is nonetheless there. I think this is hard problem. With any "complex-enough" tools, one just needs guidance or straight-up training. Fusion-360 comes to mind. It's a very popular and rather nice CAD tool that has enormous, wide-ranging capabilities. Autodesk has a never-ending stream of training videos and courses dedicating to showing users how to do things with it. Without these, its just too difficult for people to "discover" how to use the thing.