The speaker says many existing products have underestimated IT users' understanding and responded with overly simplified, opinionated interfaces.

“So I think a lot of it just comes to having multiple personas in your head and also treating IT like an adult. I think a lot of the products that have been out there have actually ch- kind of been pedantic to IT of like, "Oh, you don't actually understand this stuff, so you need this very stripped down, more opinionated, simpler version."”