This suggests to me they are doing UX design based on "what specific interfaces and interface changes the customer asks for." While common in "enterprise" sales, I think we all know this simply _does not work_.
And it's not just an issue of the executives who make the decisions asking for different things than the end-users would. They say it's "doctors" who have "different viewpoints" we can charitably assume they really are getting UX feedback from the end-users not just from executives (I don't really believe it, but let's be charitable).
It's that UI/UX design is hard, and "just doing what the customer tells me to do" never works. The customer is not a UX designer. What the customer thinks will help may be a "local miminum" or may not actually help at all. even if it is end-users telling you what they want. end-users may be experts on the problems and frustrations they are having, but not on the design solutions.
> “We had all the right ideas that were discussed and hashed out by the committee,” says Mostashari, “but they were all of the right ideas.”
> "“The industry was like, ‘I’ve got this check dangling in front of me, and I have to check these boxes to get there, and so I’m going to do that.’ ”"
Yup, sounds like enterprise software alright.
> “It’s like asking nine women to have a baby in a month.”
That's even a paraphrase from Fred Brooks author of "The Mythical Man-Month", although the speaker may not have known it. (Brooks prob wasn't the first one to say it... but might have been about software?) https://en.wikipedia.org/wiki/Brooks%27s_law