That process, when it is well done, begins with a thorough discussion of the user’s needs for the future, so that the new systems can be designed to satisfy those needs as fully as possible. No matter how carefully this process is carried out, however, the resulting system never quite seems to be satisfactory, and sometimes the users are quite dissatisfied with the product.
This frustrates the IT staff, who rightly point out that they have only provided the users with what they asked for. The users then feel stupid for not anticipating what they really needed, and put up with what they have, but with ill grace. The users should not feel stupid.