I've had at least four people I invited to my site say they tried to see the family tree, but all they could see was themselves and their parents. Clearly it wasn't intuitive to them - as it was for me - that clicking the blue and pink boxes above their parents will take them to their parents. And these were people from all different ages. Perhaps they need a popup balloon tip indicating that they need to click there to see the rest of the tree. Or maybe simply having the 'steps' zoom initially set to 3 instead of 1, gives them large enough a picture for them to see the pattern more clearly.
Why dont you change your welcome message to new members to include a brief introduction in how to navigate. As it is today your member will get a pop-up balloon (Click to view the family branch of ...) when holding the mouse over the boxes.
I have invited several relatives and have never hadsimilar problems
I am trying out the product, and the first thing I wanted to do was move around the tree view. I find the programmed technique described above to be completely awkward and counterintuitive. This is a modern computer for crying out loud. Why not use the Ancestry method of left-click in a bare area and drag it wherever you want? Surely this is not a technique that is patentable by Ancestor!
I am evaluating both, and both have their advantages, but the most basic and probable first thing a user wants to do is get to a different tree area. So far MyHeritage fails at this to the important point and I will probably purchase the Ancestry program.
I would like to point out that we are constantly trying to improve the way the user interacts with the system, some are indeed counter intuitive, however, they could save valuable time in very large family trees. Loading time is a variable here as-well, and we still didn't figure out the best way to view the family tree (neither did Ancestry) and so we continuously trying to improve our service and you should see new and exciting updates in the near future.
Please, let me know if you have any additional suggestions, we're always glad to hear feedback!