Some users are not using a system because they like it but because their company bought it. In those situations biz > user by definition and the developers end up having to cater to the needs of the middle managment of their customers rather than the needs of the actual users. The price of not doing this is failing to win the contract. Users then get locked in to whatever crap you have time to provide for them while…
I wouldn’t say you have to cater to middle management instead of the end user. You just can if you want to. Of course you need to consider what middle management needs, since they’re paying you, but there is usually room for craftsmanship to bring a truly great UX to the end user. Most software engineers are lazy and lack a true sense of craft, so they usually skip building a great UX when it’s not a requirement.
or worse think they are good at it. Then guard that GUI like it is their first born.