Interesting, this might be where one of the major issues come from. "We" like change, I suspect more casual users do not.
I'm trying to think of a good example -- I probably catch a plane every 18 months or so, and I'm glad that after a few attempts, I feel I've now masted the process of getting through my local airport. At this point, I'd be annoyed if they made any changes to the process, throwing me back into a position of knowing nothing. If in the long term it made things better I would cope, if it was just a change which might end up going back in another 10 years, I'd get really annoyed.
I'm trying to think of a good example -- I probably catch a plane every 18 months or so, and I'm glad that after a few attempts, I feel I've now masted the process of getting through my local airport. At this point, I'd be annoyed if they made any changes to the process, throwing me back into a position of knowing nothing. If in the long term it made things better I would cope, if it was just a change which might end up going back in another 10 years, I'd get really annoyed.