to all my friends in the computer software industry, especially those in customer-facing positions:
The customer is not stupid. We are. We design systems that work logically, when people aren't inherently logical when they work with technology. It may be easy to us, but we're insulated. Take a trip out to a small town in Kansas and see how many Internet cafes you find. These are the people who are forced to use the super slick interfaces we come up with.
Until we wipe this smug look off our faces and stop making fun of our hapless "users," we'll never achieve the ubiquity or "change the worldness" or the "do no evilness" that we all like to talk about.