Maybe it’s very suprising to know that very easy task could be very complicated when it comes to non-tech user. Apparently, what we think easy enough is actually hard to do when the information isn’t clear. Content Consumer had a great experiment on how regular non-tech user (in his case, his girlfriend) doing things in Ubuntu 8.04.
The main issue with the desktop experience is that the geeky programmers and designers assume too much from the average user. They assume the user knows about the way in which programs are installed, or how the file system is set out. The average user will not go out of their way to google for help or even read the associated documentation that comes with Ubuntu and its default software. The little information pop-ups and guided wizards are critical to explaining how the user can accomplish the basic tasks they most probably are trying to do.
— The Great Ubuntu-Girlfriend Experiment
Great article, and definitely great input for ubuntu development team.