I fundamentally cannot agree with that take. How do you fix something if you don’t know why the current thing doesn’t work?

Is the interface obtuse?

Are the controls too manually complex to operate?

Is the tutorial instruction flat-out wrong?

Are they talking out off their ass about something they heard on hearsay?

Were they taught secondhand, and poorly, by someone else on how to operate Thing?

Please don’t try to imprecisely apply soft inclusivity to technical problems. If someone only says the stairs are difficult for them, don’t just change them into a slide because you accepted there needs to be change. This isn’t about accomodating someone’s lifestyle choices, this is (positing) dropping/adopting a standard based on vague dissent.