HD
I think you might be confusing HR and HF - a common mistake, sadly.
HF can get shot for being a messenger or a go-between, or something it is not (e.g. HR). Human factors/ergonomics is all about the context, and all about the users. But it is not just about asking users what they want, because believe me you can ask 10 controllers (or anyone - pilots, train drivers, power plant operators) and get 10 different answers. A compromise is nearly always necessary that doesn't suit anyone anywhere near 100%, and at other times it suits half the people and not the other half. Of course much of the time this is not really appreciated, neither is the fact that specialists may not have real power to make decisions (in light of cost, etc), only recommendations. What is actually implemented may be very different to what was recommended, but again guilt is sometimes assumed by reason of sheer involvement.
It used to be far more R&D-based years ago so has changed a lot on the last 10 years - assuming you are thinking of HF and not HR.