Are Users Stupid?
http://www.useit.com/alertbox/20010204.html

Nielsen, Jakob
Alertbox
2001

Abstract:

Opponents of the usability movement claim that it focuses on 'stupid' users and that most users can easily overcome complexity. In reality, even smart users prefer pursuing their own goals to navigating idiosyncratic designs. As Web use grows, the price of ignoring usability will only increase.