This rings true even if the customer is internal. Built a feature and provided documentation on how to use it and one of the end users still used it wrong.

It was a simple validation process too. Input the member ID then click validate, the app then checks if the person is in the system and fills in some other fields and does some other backend stuff. How could you get that wrong?! 🤔

Such skilled users

well... how did he?
how did the customer get it wrong?

@Midnight-shcode it was a internal customer care rep. She put the member ID in the wrong field then clicked validate. Did it multiple times and then logged a complaint that the application wasn't working. I get a call stating as much.

Thinking is was a bad member ID, I asked for said ID and tested it out myself, worked as it was designed to. But still wasn't working for her. I then was asked to remote to her machine. Did so and realized what she was doing and corrected her.

@DreEleven omg...

@Midnight-shcode Yeah...

That's not fair on guy in your picture. His method still works. Somehow...

@DucksCanCode you have a point...