And, I disagree on that count. Non-technical users don’t want to learn the technical details of the systems they use — they just want the system to work — and this is precisely why those systems should not be based on mass-produced one-size-fits-all models of problem domains that don’t properly fit anyone. Non-technical users invent elaborate hacks to get their work done because the lack the patience to jump through the hoops developers have created between them & the tools to make the underlying system work the way they want it to.