By the way, I had been fine with an 8G machine and I do dev work so I was surprised that it was an issue for her.
Swapping's also not as big a deal on SSD machines, as it used to be.
There's absolutely no way anyone with that workload is hitting RAM limits.
16GB is definitely more than "marginal". There's nothing wrong with a mid-range laptop shipping with 16GB of DRAM.
If his mother frequents just one or two misbehaving sites, a few GB of memory can easily vanish. Not to mention CPU and even GPU utilization can shoot up...
Operating systems and programs allocate RAM somewhat intelligently. They won't necessarily clear out information from RAM if there's no reason to do so.
In Chrome, you have to have around 25 tabs open to hit swap, but performance only becomes a problem at many more than that. The obvious answer is to close some tabs - there's no way you can even read the titles of 25 tabs anyway.
If people like my parents need a new computer, I absolutely wouldn't bother recommending the 16GB memory system to them. Absolute total overkill. Storage and CPU are better upgrades to make first.
We learned our lesson from the MacBook Airs that we bought with 4GB.