Confused users rarely file feedback. They work around the problem, or they quietly leave.
Silence is not approval
People assume the fault is theirs and adapt. The workaround becomes habit and the underlying problem never surfaces in a ticket.
Watch the workarounds
Exported spreadsheets, duplicated records, and unused features are all evidence of a mismatch between the product model and the real workflow.
Ask about the task, not the interface
Users are unreliable critics of design and excellent narrators of their own work. Ask them to describe the job, not the buttons.
