Just last week I found myself in a position where I was at a major event (SXSW in Austin TX) having to support normal users trying to do various things on mobil

Just last week I found myself in a position where I was at a major event (SXSW in Austin TX) having to support normal users trying to do various things on mobile and it's really eye-opening when you see first-hand how bad the experience is. I had a conversation with a user recently which went something like this: 'Yeah I know they have an app but your thing won't show up in the app for about a day so you need to go to their website on mobile to see it. Right, you're on the mobile website and I know your thing is still not showing up now. To see it, go to the hamburger menu in the top right. Yeah I know it doesn't look like a menu, or a hamburger. The three lines, that's a menu. Now go "account -> profile". Now you see the text where it says "XXX"? That's actually a tab. I know it doesn't look like a tab, just a word. You can't see any of the other tabs because they are actually off the right-hand side of the screen. I know it doesn't look like you can scroll, but just drag it across and you'll see the other tabs. Ok now click on the tab marked "YYY"' Trying to figure out this user flow for myself so I could help people reminded me of charging around hitting random walls in "Dark Souls" trying to find out which ones were illusory. It's really embarrassing how bad things have got.