The fault is the person who made the user interface. A
   screenshot should be grayed out or somehow distinguishable from
   the rest of the UI - or should be clickable. Think about it: If
   multiple users are having the same problem, the problem isn't
   the users: the app/program/interface has usability issues.
   Usability testing should always take place using real people
   rather than people who are embedded in the system and already
   know it. Blaming the user is a common IT blunder.