[narag]

I believe it's called projection: you "project" that other persons' minds work the same as yours. If you've tried to solve some computer problem over the phone, you have experienced it. People thinks that you can magically view their screens.

In this case, very smart people is unable to figure out how does an average user thinks.

I do believe that there's something about mindset. Some people lives under the delusion that things work the way they work because that's the way they should work. Actually there are a lot of randomness in the way things work, specially in areas where new territories are being unconvered all the time.