[netcan]

My first job out of Uni required me to write up little manuals, take them to the customer to show them how to upload products to their e-commerce site, check orders etc.

I'm not a programmer, but I'm fairly technical.

Anyway, actually sitting beside the user as they tried to do things makes you realize how important easy really is. This was using basically off-the-shelf software that I thought was pretty user friendly. But, anything outside of the manual and instruction could not be/was not done.

It isn't really about easy-hard. It's about possible-impossible. There was some Jobs interview somewhere where he described the early (then current) Apple/microcomputer progression in orders of magnitude.

people who could build their own computer from parts >> people who could build it from kits >> people who could write their own software on pre-assembled computers >> people who could use other people's software >> people who could use a GUI-based computer.

You could continue this line to ipad apps. How many people use computers but don't install software (daughters, IT departments, etc do this once per year)? How many use email that someone sets up for them?