[luckylion]

FWIW we've had a lot of success when we created a wizard-style system for normal users. It's mostly web-apps, so we'll ask for the URL, we'll ask them to paste a screenshot and encourage them to draw on it, we'll ask them to ELI5 what they did/did not expect to see etc, and on submit we'll automatically collect some additional information e.g. on a public website we'll get an HAR of the page + resources at the time of the report.

Just forcing a URL, screenshot + expectation has improved reports drastically. Before, we'd get a partial screenshot that shows some random widget where nobody knows the URL it's from, or what it should be looking like, or whether it's actually something that looks wrong, or just something that's worded incorrectly, or that there should be a link on some term in a text.