When does adding more features start hurting your product instead of improving it?

We kept listening to customer feedback and adding features to make our product more useful. Every request seemed reasonable and shipping new functionality felt like progress. But over time the product became harder to navigate. New users struggled to understand where to start while existing users only relied on a small portion of what we had built. It made us question whether we were solving more problems or simply making the product more complicated.

For founders building SaaS products how do you decide which feature requests deserve attention and when is saying no better for the product?