[cosmie]

> Many people are robotic when it comes to using these products,

Many people aren't just robotic, they're straight up ritualistic.

I've worked with several people that are absolute wizards at PowerPoint, love to get new features, and quickly integrate them into their workflows.

But those same people have absolutely no mental framework for how Excel works. They'll quite literally use a physical calculator (or their phone's calculator app) in tandem with Excel, treating Excel as a glorified text editor that lets you do cell-by-cell text placement/formatting. They have such a weak grasp of how Excel works that any tiny change whatsoever doesn't just cause extreme frustration, but also extreme anxiety as they scramble to re-establish the thin veneer of usability they previously held.

Having witnessed the above more than once, I've taken to heart the level of naivety that should be presumed when creating UX flows and documentation.