Recurring misreads of the same UI mean the UI is wrong
Iterating on a CRM triage UI where users misread the same kind of row in the same kind of way across multiple sessions
Within a single session a user misread the same triage row in the same way twice — both times reporting a recipient identifier as the message's FROM. The triage row's grouped view places from.display and group.identifier on adjacent visual lines for outbound rows, but for outbound the group.identifier is to[0].platform_id (a recipient), not the sender's identifier. Two consecutive incidents in one session — different groups, different recipients, same misread — is the loudest possible signal that the UI is teaching the wrong mental model. The agent's reflex is to keep explaining the layout to the user; the correct response is to file a UI fix that makes the misread impossible. Two adjacent fields that mean different things, with no visual separator or differing label, will be conflated by literally any reader, including the developer who wrote it three months later.
When a user makes the same kind of misread twice in the same UI within one session, stop explaining and file a UI bug. Adjacent labelled fields whose values come from semantically different sources need either clear separation, distinct typography, or differently-prefixed labels (e.g. 'FROM' for the sender, 'TO' for the bucket-key when outbound) — not the same visual treatment that invites conflation. Recurring user confusion is data about the interface, not the user.