When members can’t navigate forum? | Forum Promotion

I would ask them to explain their difficulties they had with it and gather their input on it. I would also probably ask a friend to also try navigating it and get several sets of eyes from new perspectives to figure out if it is something easy we can change such as a layout or organization change to see if it fixes the issue. When you own the website you get so used to it that you may not understand why it is confusing to someone else so getting fresh eyes on it with no experience with the layout would help to gather helpful and honest feedback.