Most software is built for the 80%—but the real leverage is in the 20%.

Most software and systems are designed for the majority of users: the simple, common use cases that most people have. Interfaces are optimized for “typical” users, workflows are linear and straightforward, and features are built to cover what most teams need most of the time.

That makes sense commercially. Simple sells. It’s easier to explain, easier to demo, and easier to support. You can get pretty far by solving the basic cases well for most users.

But what about the other 20%?

The remaining 20% are the more advanced and more special cases. These are power users, domain experts, and teams with complex, non-standard workflows. They don’t fit neatly into predefined steps. They hit the edges of the system quickly and are forced into workarounds, spreadsheets, exports, scripts, or even building their own tools.

This is often where the real work happens—and where the real value is.

These advanced users are usually doing the most critical and complex tasks in their organizations. They create outsized value, and they feel the limitations of generic tools much more sharply. When software only covers the simple cases, these users end up doing the most important parts of their job outside the system.

Ignoring this 20% has a cost. They lose time to manual fixes and copy-paste. They make mistakes because the tool doesn’t quite match reality. Over time they may see the product as something that is fine for basic things, but not for serious, high-value work. That perception is hard to change once it sticks.

Focusing more deliberately on this 20% does not mean making the product complicated for everyone. It means keeping things simple for most users, while offering depth and flexibility for those who need it. For example, you can keep default workflows straightforward, but allow advanced configuration, custom fields, automation, integrations, or scripting for specialized needs. The key is to make complexity optional and layered, not forced on everyone.

The advanced and special cases are where tools can move from “nice to have” to truly useful and valuable. By understanding and supporting these users better, you close the gap between how the system works and how the work actually happens. And that is where the real utility and value of software live.