The topic deals with design that falls out of / away from the "stuff should be easy" approach. However though they ask the reader to consider Hanlon's Razor -

The topic deals with design that falls out of / away from the "stuff should be easy" approach. However though they ask the reader to consider Hanlon's Razor - it's clear that the likes of once working support or some public access to governmental department that once worked which after an upgrade was by design even though the new offering is about as clear as mud or inoperative, stupidity can not adequately account for the hot mess. Some of it could be said to be merely dark patterns to push the public from the likes of phone support which requires dedicated staff, yes phone support is more expensive - but only if the preferred support being pushed is some pointless live chatbot or off site really cheap cookie cutter support area.