[notatoad]

for all intents and purposes, it's pretty safe to assume that a mainstream user has never used a computer before. after a couple years of onsite tech support, the biggest thing i took away was that when the average user sits down at a computer, they don't remember any usage patterns they may have learned during their last session. the way to make your UI usable is to assume that every user is using your software for the first time, every time.

there was a good rant on the verge a while back about the condescending UI, but from everything i've seen a little condescension is an essential part of a good UI.