Symptom: The design of the product makes it difficult to acquire or use.
If the product is more difficult on clients than it needs to be, then the design is at fault.
Poor design may be due to designers that don't care about clients, or lack of specialists in areas such as ergonomics and documentation.
Another (more generic) way to state the problem is as follows:
Symptom: The product/project development function (Engineering) is not sufficiently effective.
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