Tim Bray posits the “Two Laws of Explanation. I’ll let you go there to read the short essay, but the two laws complement each other, underlining the reality that it’s incumbent on the person describing something new to do a good job with the explanation, while it’s the responsibility of the person learning about something new to ask questions when the explanation doesn’t work. Bray phrases it more elegantly.
I’ve had similar points about application or web usability. When I watch someone do the ‘wrong’ thing or miss the option/feature they ‘should’ have used, I remind myself (and, if appropriate, the person I’m watching) that the application or service is at fault. Don’t blame the person using the application for an application shortcoming. I would coin this as a specific example of Bray’s ‘laws’ if I were going to spend the time to phrase it more carefully.