Internal tools are singled out as an area teams systematically under-invest in usability, precisely because usage is mandated rather than earned — if employees have no choice but to use the tool, there's no market pressure forcing it to be good. The claimed downstream effect is that companies accumulate five redundant internal tools solving the same problem, each picked by cost or executive preference rather than by validated user value, because nobody was forced to prove any one of them was actually usable. It's a specific case of what happens when a captive audience substitutes for the discovery discipline that usability normally has to earn against real user choice.
Из тем: The Product Operating Model