As a product manager, this feels like they're in the pretty typical B2B SaaS trap of building the stuff that the people who pay for the product insist they need but the people using the product don't necessarily want, so they've gotta invest a bunch of time and effort getting usage/feedback.

Could be for good reasons (e.g. they're security features that are important to the business but add friction for the user) or just because management is disconnected from the reality of their employees. Either way, not necessarily the wrong decision by the PM - sometimes you've gotta build features fast because the buyer demands them in a certain timeframe in order to get the contract signed. Even if they never get used, the revenue still pays the bills.