Comments such as “did you even speak to anyone about this”, “this just doesn’t work”, or “it’s just another IT project” are commonplace in technology projects. They are especially common in the legal industry: busy lawyers who don’t even have time to grab lunch, let alone use a sub-par technology. Lawyers are notorious for trying things once, gaining a negative impression, then never trying them again.
These problems often arise because of a lack of rigour in understanding what people actually do, and designing / deploying technology in a way that helps people achieve their objectives in a meaningful way.