> I think an overwhelming majority of users aren’t technical enough or well enough versed in UI/UX to be able to put a finger on the frustrations they experience with software
They're ok with it because they don't know it could be better. A spinner every 2 minutes? 12 minutes to open slack? They accept it as fact of life until a better software comes in, and now they're wondering why they haven't come across something like this sooner.
Sadly, I think people are starting to accept, as a fact of life, that software gets worse every time a developer touches it. People dread "upgrades" because it's going to get slower, buggier, the UI is going to change unnecessarily, and there's nothing they can do about it besides try to stay on the previous version, which is often impossible with web software.
They're ok with it because they don't know it could be better. A spinner every 2 minutes? 12 minutes to open slack? They accept it as fact of life until a better software comes in, and now they're wondering why they haven't come across something like this sooner.