Isn't this more an example of when it's best to let a customer go?
Is the cost associated with meeting this small percentage of customer's needs worth actually meeting them?
Is the cost associated with meeting this small percentage of customer's needs worth actually meeting them?
What we don't realize is that the real world and other factors influence our target users. It's the mark of a good designer when he/she pushes user testing to understand what people will do with what we build.
In this specific case, we all know you use the magnetic pin but not everyone does. It's hard to believe but the sometimes don't.
But what I'm saying is every designer should be asking 1. How many people are having this unique difficulty and 2. Is it worth the time and COST to fix it? Moreover, will adding the information/steps to needed to clarify the process bore/put off the majority of customers who already know how to use this (for example, a tutorial that either adds an additional step or doesn't allow users to bypass it)?
A good designer should be able to plan for contingencies, but a good businessperson should be able to draw the line between pleasing a customer and watching their bottom line.