[rrwo]

You need people to monitor bwhat users are doing. They realize that users are doing X and Y manually to do Z. So you implement feature Z.

If you don't, then a competitor that implements Z might become more appealing to users.

But features are not always user-visible. New features are regularly added to web browsers and phones, and it's often in your interest as a web site or app developer to make use of them.