So you're saying diverse characters MUST be accompanied by gameplay/narrative that appeals to you directly, to be considered "natural"?
That really doesn't make any sense.
If you didn't like the sections, that's fine, that's just your opinion.
But that doesn't have any bearing of the creative decisions of the game.
It's not just about appealing to me directly, it's about creating a coherent world and story with engaging characters that will appeal to most of your target audience.
Ideally, this should be the case so that it feels natural (narratively or gameplay-wise), or make that character diverse and interesting enough that players will sympathize with them through their actions, mannerisms, and dialogue, especially if you are trying to force an original character into a comic book story.
And I hate to break it to you, but this is not just my opinion.
It was the opinion of the majority of people who played the game, and that section in particular. The developers could have left that section out and it would have made no difference to the final product, but because they had to shoehorn it in, it made for a worse final product because the gameplay and narrative they provided for that section was out of touch with a comic book superhero game where players want to play as Spider-Man, not a boring, deaf character who also happens to be the most one-dimensional supporting character in the game.
To give you a better perspective on this, what are some of the character traits you would assign to Hailey? She has been in two main titles now and the only one that comes to mind is: Deaf.