[billforsternz]

Visiting my mother-in-law the other day I helped her with a TV on demand "app" built into her TV. For some reason it needed her to log in again and she was stuck. She had successfully entered her email and password (I was surprised and impressed), but had absolutely no inkling of the final step required - moving the pointer to the button marked "login" and pressing it. So easy to forget that a tech-centric mental model can be completely alien to "normal" people, especially older people.