When learning any skill set, you have to have good basics no matter what. No tool will give that to you. Any good teacher will tell you that. My first aikido teacher told me constantly without roots that are strong and firm, nothing grows.
That applies in principle to what I'm conveying here. And it will part of Ups's long term issues.
I think I understand where you are coming from on this.
As an ex-IE in the Customer Technology Development Group, I quickly learned that a key component of developing software applications to be used by the end-customer is they have to be simple, intuitive and obvious.
When Internal applications are developed, professional User Interface (UI) specialists are not resourced to develop the UI.
They should be and many of the problems that new drivers have could be mitigated.
I came up with this saying to emphasize the importance,
"Drivers are a captured audience - we can train them.
Customers are an audience we have to capture and we can't train them".
UPS spend a million dollars a year for focus groups to test out UI approached before the UI for new or updated applications are ever developed.