Onur Cobanli explains:
Most companies design products to appeal to the buyers (clients, who pay money to purchase the products) but buyers are not always the users (consumers); for example products for kids are bought by parents and used by kids, or for example gifts which you buy to others for others to use. Good design is for consumers as it satisfies the needs of who will use the product instead of who involved in transaction. The reason why many government services or products being bad is because the products that are usually purchased by bureaucrats (or the system) are designed to appeal to bureaucrats (or the system) but not optimized for usage or designed for consumers.