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+1! Just as a side note: Listen to the blue collar line workers, and empowering and enabling them, to find and implement solutions is the main thing people fail to understand about the Toyota Production System.

In software industry we have the same: people who buy software and people who use that software are not the same group. People who use software are not consulted most of the time.

We've got a 15 year old software on our hand. You think they ever brought on a UX person to talk to a customer? Any software developer (we're currently a team of 5) ever met any customer (5,000) using the software? No. It'd be so easy for the whole team to meet customers.

But management 3 levels up decides on colors and wordings.

If you've got 1,000 employees and 1 of them has a good, workable, and practical solution, and the other 999 have terrible expensive unworkable "solutions" then there's a technical sense in which this sentence is true but sorting out the good from the bad is still a hard problem which requires some work.