> I’m a big fan of Hanlon’s razor.

There is a 3rd option: malicious stupidity / aka wilful ignorance.

Google is a collection of individuals, so it's very likely both sides of Hanlon's razor are true: a little malice from those in control, persisting a state of stupidity for those executing the process.

As others have pointed out, there will be resistance to improving a process that negatively impacts their bottom line. Incentives, dictate long term behaviour of organisations; whereas Hanlon's razor works better at an individual level IME.