What a great article Mariano, you should have pitched it to Wired! I had never heard of this lab, which is surprising when they were putting out bangers like "Enterprise: an experiment in journalism, developing a prototype of a business magazine on CD-ROM." 😂
In all seriousness it does appear that they failed because they were too detached from actual needs. If you compare to Bell Labs, yes it was very insulated but it still had this constant trickle up of problems that customers and engineers were actually facing on the ground.