"listen to the users" does not actually mean "change the software the way the users say to" it means to listen to how they're failing to achieve the results the

"listen to the users" does not actually mean "change the software the way the users say to" it means to listen to how they're failing to achieve the results they are trying for and use that knowledge to improve the software. Listening to users does not preclude sticking to UI conventions and such since your users are unlikely to be software or UI designers themselves.