The one concrete example he uses is a broken form to pay for electricity. I’m pretty sure that the form works for most people most of the time. Why? Because ot

The one concrete example he uses is a broken form to pay for electricity. I’m pretty sure that the form works for most people most of the time. Why? Because otherwise the electricity utility in question would be hemorhaging money. If it would be completely borked the beancounters would be kicking the developers door in in no time. I cannot say if this is what is happening but I have seen this many times where an expert user gets hung up on some process because they choose options only an expert user would even know about, while masses of regular people passes through uneventfully.