Making functional changes because something is ‘too hard to use’ is a complex proposition that should be undertaken with care.  Sometimes people complain that something is too hard to use because they are not comfortable with the new software, or the new process*. Sometimes, ‘too hard to use’ is a form of resistance. Sometimes people complain about something being ‘too hard to use’ because it really is too hard to use.  Or some combination.  It’s essential to clarify this before implementing functional changes.

*I had a customer that made a three-way-match process into a redundant five-step match process because they didn’t understand that two of the steps were automatic.