At a previous employer, I was asked to be part of the user acceptance testing of the new incident ticketing system which had been under development for about five years. Half of the team doing the testing immediately rejected the application because the part they used had gone from a two step process to something like six steps and having to flip back and forth between two screens as well as duplicating data entry. The part I was testing worked but again required the re-entry of data on two different screens,. However, due to 'security concerns', the new application had to be accessed over a secure connection using an RSA token and a VPN which made login take almost three minutes, and the latency when using the new application was about eight seconds per screen which made it completely unusable, so it was roundly lambasted as being unfit for purpose.
It was eventually fixed and rolled out, but that took nearly another two years and involved the complete removal of the requirement for using an RSA token and the VPN as well as other things to remove the latency and give it adequate performance.