Good design leads to a pleasurable sense of empowerment
When complexity is unavoidable, when it mirrors the complexity of the world or of the tasks that are being done, then it is excusable, understandable, and learnable.
But when things are complicated, when the complexity is the result of poor design with completely arbitrary steps, with no apparent reason, then the result is perplexing, confusing, and frustrating. Poor design leads to the emotional distress we have come to associate with modern technology. Good design can provide a desirable, pleasurable sense of empowerment.