Reproduce the difficulty
We noted the task and the step that stopped someone, then tried it ourselves. The notes distinguished what we could confirm from what still needed investigating.
Product feedback
We documented recurring problems in class, reproduced them, and sent reports to the companies behind the apps.
Send a specific report
We grouped related problems and sent app makers the steps, expected result, and observed behavior. Reports excluded passwords, medical information, and private account details.
Check the original task
A company reply is not a confirmed fix. When an app changes, the test is whether people can complete the task that originally gave them trouble.
What a small class can reveal
A class cannot tell us how common a problem is across every user. It can give a product team a concrete failure to investigate. Fixing it in the app can help people far beyond the classroom.
We asked permission before documenting someone's experience. Getting help never depended on taking part.