Once upon a time I supervised a large call center which handled sensitive legal matters. We hired a firm to upgrade our aging software. The upgrade looked beautiful, but harmed productivity. Caller satisfaction fell as the call times doubled.
If someone had sat down for five minutes and watched us use the software they would have seen the problems instantly. That's one of the reasons I got into user experience design, the other is I enjoy making things.
I've been an artist, a soldier, a teacher, a waiter in Yellowstone, a podcaster, and a haunted house actor. In my free time I run long distances, make cat towers out of cardboard, and listen to synthwave music.