I’ve been a consultant/programmer/integrator/other for over twenty years now. That’s not quite long enough to say I’ve seen it all but long enough to notice a few patterns. Admittedly, I’ve spent the vast majority of that time working in the defense world so the patterns may be heavily skewed to that but I think not.
I’ve run across a number of well-entrenched government-developed systems, such as command-and-control systems, with user interfaces and experiences that many professional designers would consider abhorrent. Yet, I have watched smart, motivated men and women in uniform stand in front of working groups and committees dedicated to “improving” systems and workflows and advocate passionately for these seemingly clunky systems.
Why? Because they know how to use these systems inside and out to meet their missions. User experience is ultimately about comfort and confidence. A user that is comfortable with a system will have a great experience with it regardless of its appearance. DOD tackles this reality through training. For all its faults, there is still no organization better at developing procedures and thoroughly training its people in them. It results in a passionate loyalty for the tools that help them do their jobs and places a very high hurdle in front of any tools that seek to replace current ones.