Re: To be fair
"Muscle memory" also plays a part
Muscle memory played a big part in a serendipitous job I got with Lloyds Bank shortly after they got taken over by Royal Bank of Scotland. It turned out that the RBS form for opening a new account needed exactly the same information as the old Lloyds one, but with all the fields in a different order.
I happened to be opening a new business account at the time, and I was watching as the poor girl entering the data backtracked and reinput almost every field.
One simple overlay later and they were back to "salutation <tab> firstname <tab> lastname <tab> <tab> and so on, just as they'd been doing for the past 10 years.