Ive been the dumb user...
Ive been the dumb user end of a problem ping pong. We had a new web based tool to document how well we had delivered over the past year, and if we had met our goals. I assumed that as this was a new application, it would be leading edge with autosave etc - like gmail.
I duly spent an hour entering data, and clicked the 'next' button, to send it to my manager. He said it was empty. I did it again, with the same result. I raised a problem with the help desk. "Did you press the save button", "there is no save button", "can you try it on Internet explorer?" "no Im on Linux", "can you get a Windows machine ", etc. I was the only person with this problem, so it must be me.
Eventually someone got fed up with my swearing, and said "try making the web page full screen" - (this sounded a bit like turn it off and on again) and magically a "save" button appeared.
After this I was given the name of the manager of the tool to make any suggestions I had. I gave her about 50 suggestion - from
"when I use it from a hotel in China, with slow wifi, it takes about 10 seconds to display a screen - I can see this from the performance tools in Chrome", "why do I need a picture of me at the top of the tool - it just slows it down",
These so called "intuitive" icons - what is the one of a picture of Grommit meant to be, can you provide hover text over it to give us a clue.
"When I click on the help button, it displays the help information, when I come back - it has lost all of my changes". The help desk said "did you press the save button first before clicking on help?" "what save button" "make your window full screen, you should now be able to see the save button" - so they had learned from this.
When I left, 2 years later, very little had changed.