Dave Winer (the father of RSS, podcasting, etc) had a great post on what it's like when your product doesn't talk to users (they don't know what do when they first see it).

If you want to make a product that people use then you have to pay attention to their experience when they use it. The better you are at understanding, the better your product will become over time. The inverse it true as well. If you deny the value of feedback, your product will never get better.

How things get better

People who don't develop software don't realize how hard this process is. Iteration (refining the user interface), and user testing can be tedious (and time consuming) but a incredibly helpful in the development process.