Given that the documentation you're reading is for sysadmins, it shouldn't be a surprise that its not targeted to end-users (assuming that is what you meant by "normal people")
> but it’s only a killer feature if it’s accessible.
Again, depends on your definition of accessible. Personally, if there is a feature I really like, I don't mind being patient and spending couple of hours to understand the docs.
I'm not denying that Matrix needs to improve the issues that you've pointed out, but that shouldn't make one disregard how useful it is.