I loved DA2 immensely, but it definitely needed more time to be polished into a better game, so that we could have had a tighter plot, more player agency, more unique environments and really make Kirkwall feel like the living and breathing city it's supposed to be?
Hawke's story is more personal and less epic, but it's got a lot more depth than the Warden and the Inquisitor's epic and somewhat generic save the world plot from the Ancient Big Bad? The Warden and Inquisitor are larger than life and in that way, it kinda divorces you from relating to them?
In contrast, Hawke is the only one of our protagonists thus far who really felt like an actual person and less than a cardboard cut-out we can live vicariously through? Hawke's got three distinct personalities, they've got virtues and they've got a ton of flaws that we can all readily see, regardless of playstyle, throughout the game?
And while it's true they don't always save the day, as Varric himself lampshades, that's far more real than a hero who always gets it right? Hawke is at least trying to make a difference, even if things don't always end the way they want, which is a lot more than most people in Thedas can say they are doing?
In DA2, the Viscount and Aveline even say that Hawke's efforts are making the city a better place (although it's still a wretched hive) and that it's been a long time since anyone actually bothered to try to make things better there?