…then, by definition, you don’t know how to use that system effectively. Accept it, and act like it.
Here’s how a good three quarters of my phone transactions go:
ME: OK, do [STEP 1]
USER: …
M: Did you [STEP 1]?
U: Huh? Yeah, of course.
M:Right. Now, do [STEP 2].
U: …
M: Let me know when you’ve [STEP 2].
U: Yeah, OK, I did it.
M: Great! Now, let’s [STEP 3]
U: What? I don’t see how to do that.
M: OK, do you see [excruciatingly detailed description of what to look for to initiate STEP 3…think using the VERBOSE command in an old Infocom game].
U: No, I’m not seeing that at all.
M: Could you describe what you see on the screen?
U: Yeah, it’s [description of what you’d see if you’d done STEP 3, jumped into STEP 4 before my prompt, and then veered off into the STEP EPSILON that I was trying to help you avoid]
M: OK, let’s back up to [STEP 3]
U: (irate) That’s what I did.
M: I know, but I need to follow along with you on my screen to make sure we’re doing the same thing.
U: grumble
M: Now [STEP 4]
U: I know that.
M: Now, do you see [prompt for STEP 5]?
U: Oh! OK, I get it now.
click, dial tone.
It’s actually more frustrating in person, because they’ll keep telling you “But I already did that!” And then you do what they told you they already did, and you get exactly what they were looking for, and they never quite realize that what they’d done wasn’t actually what they think they did.
(And then they go on, like, Slashdot and complain about how the helpdesk insists on walking them through the procedure in insulting little baby steps, never comprehending that the baby steps are necessary in order for us to figure out exactly where theyfucked up. Yes, the interface is consistent, but what you do with that interface varies depending on what you’ve just done and where you want to go. I have to follow along with you in exacting detail because I don’t know exactly what each step will be to resolve your particular query. And, by dint of the fact that you called me, you don’t either.)
(And, yes, a lot of this arises from the fact that the interfaces suck. They could be greatly improved, I won’t argue that, but a nontrivial amount of suckage is built into the system because we are forced to provide a single tool that will perform multiple dissimilar functions and which will be used by groups with vastly different levels of sophistication. Le sigh.)