About twenty years ago I did a consulting gig for a government agency that wanted to create a web interface for their CSRs to replace the green screens they had been using. The long time employees hated it because they had deep muscle memory for most tasks on the green screens and could get far ahead of the screen refresh. With the web UI, not only could they not type ahead, but many of the workflows now required use of the mouse.

The agency was happy to have something new and modern but more important to them was that new employees could be trained on the system far faster. Even though there were a small number of long term employees, they had high turnover with the frontline CSRs, which made training a major issue for them.