As a product manager I have found people's understanding of what they want to be tenuous at best. They know they want it to be easier, less frustrating, and do the darn thing they want. But collecting the input of all the people with the power to make choices, boiling that all down, and actually figuring out what will work is a total bottle neck. Technology and programming have hardly ever actually been a blocker. Legacy systems, conflicting requirements, and ever shifting choices represent a much harder problem.