> a non-technical person

Otherizing your users like this IS THE PROBLEM. Every technologist was once a "nontechnical person" (for whatever definition of that useless term you like) who learned and grew and thereby became "technical". The very minute you start thinking of your users in these terms you have lost the entire fucking game.

I broadly agree with your point, but I think the causal root of the problem is this industry arrogantly treats it's users as, to quote Mark Zuckerberg, "dumb fucks." We didn't always do this. It used to be better.