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@inthehands @jonn This, but the problem comes when you stop with what the user says the problem is.

Forty years of debugging user problems makes me absolutely certain: when a user says X is a problem, you're having a good day if X is really the problem. You need to drill down – for example by finding out exactly what they did. *Why* was that a problem for them?

This isn't possible with second hand anecdotes, of course.