I've long had the sense that Twitter's leaders (including, but not limited to, Dorsey) feel deep down that they don't really understand why anyone actually uses Twitter. They have this product, some people seem to like it, but none of them could explain to you why they like it. They're baffled by the appeal of their own product.

Which leads to an incredible amount of change aversion; if you have no idea what it is about your product that people like, you're naturally going to be terrified of changing anything, for fear that you might punch a hole in the wrong place and let all the magic leak out.