All tech is hard to use. All our interfaces expect a certain amount of familiarity with abstract concepts that have little to no relation to the real world. Mos

All tech is hard to use. All our interfaces expect a certain amount of familiarity with abstract concepts that have little to no relation to the real world. Most people get by because they memorize the most obvious processes (how to save a file) and build their own largely incorrect mental models that happen to give the correct results most of the time (assuming a consistent environment). As soon as something minor breaks or changes, these models become completely useless. I've had somebody come to a PC repair shop for columns being the wrong size in Thunderbird. She wasn't a dumb person, but it's clearly a deeply flawed and incomplete understanding of the interface and computers in general that led to her inability to cope with the entirely new state of her desktop (yes, I'm still talking about the columns).