I worked under a director whose resume padding for the job was going to be switching from JIRA to Salesforce for tickets. JIRA worked well for engineers and QA, but management wasn’t getting the types of reports they wanted. Reportedly. Our JIRA implementation had evolved over several years and we had 50-100 people familiar with it and happy with it.

When we started down the path toward Salesforce-ification, it involved lots of bulleted feature lists. Maybe 1-2 wireframes. Then this was handed to contractors who implemented it exactly as written without an eye towards usability. Simple things like saving a ticket with some fields blank or unknown we’re not supported and made the entire ticketing process miserable.

I eventually stepped in as the voice of the “customer”, customer in this case being fellow engineers and support staff. I eventually left the company before the final implementation, but even by then no one prioritized usability and design.