About 25 years ago (maybe a bit more) I remember a friend, a top tier developer at Microsoft (this was in the period where the underbelly of windows 7 was being designed) explaining to me that Microsoft knew its users better than they knew themselves and that the key was to train them properly. While there's some sense to such an attitude when introducing tweaks to technology, some variant of the attitude underlies most of Microsoft's missteps since then.