To be fair on the Blizzard example, I think Blizzard could have also made the player base just as happy by, doing as your quote said, understanding the underlying problem.
It wasn't only a "we want WoW classic bug for bug," it was "the modern game has become so unrecognizable that it's basically WoW 2.0, you ruined it with the modern systems"
Blizzard could have rolled back LFR/LFG, class homogenization, brought back complicated and unique talent trees, remove heirlooms, re-add group guests and world mini-bosses, remove flying, etc. and players likely would have been happy.
Classic will only save them for so long without them making new content, but using classic's systems. So in a way, I think the point still stands, you have to understand what the underlying problem is. Users do generally know what they want, but they don't always know how to ask for it.
It wasn't only a "we want WoW classic bug for bug," it was "the modern game has become so unrecognizable that it's basically WoW 2.0, you ruined it with the modern systems"
Blizzard could have rolled back LFR/LFG, class homogenization, brought back complicated and unique talent trees, remove heirlooms, re-add group guests and world mini-bosses, remove flying, etc. and players likely would have been happy.
Classic will only save them for so long without them making new content, but using classic's systems. So in a way, I think the point still stands, you have to understand what the underlying problem is. Users do generally know what they want, but they don't always know how to ask for it.