Well they really just need to hunker down, listen to each community around heroes and do a huge overhall of the cast.
Why is Ana so poorly rewarded for the effort put in?
Why is Mercy so highly rewarded?
Why is Hanzo allowed to have all of his weaknesses removed, but not McCree?
Why were characters reworked, nerfed, and then never fixed
Hanzo, Tracer, Widowmaker, Bastion, McCree, Mei, Pharah, Reaper, Sombra, Symmetra, Torbjorn, Orisa, Roadhog, Ana, Mercy, and Brigitte ALL need looking at in some ways
Either with tweaks, buffs, nerfs, or small changes.
Infinitely scaling characters are an issue as well; Tracer, Genji, Doomfist, Widowmaker etc. require checks to keep them balanced with the rest of the cast. That’s why Brig is seen as such a problem; she HAS to be powerful AND easy because of these characters who can scale upwards and bypass any other counter.
Look at Mei and McCree; they’re the prime example of this. They have the tools to shut down these types of characters, but just can’t because of the limitations that are forced upon then; but you can’t go increasing their power because it also effects other characters who are already weak or in a good spot.
Then the issue is; skill and effort SHOULD be rewarded; but how can you do that when the better you get, the more difficult it becomes to balance around that.
Prime example is the nerf that Zen got. It literally only effected less than a single percent of the playerbase but it still happened. Though it was probably one of the BEST nerfs to have happened; it still did the intended job WITHOUT fully making the skill required to do it moot.