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The core problem is education and bad UX. People are taught how to do specific things (click here, type this word, press this button) without ever being told why. And the bad UX discourages exploration of different ways of doing things. So it never occurs to them that there might be a better way.
Personally, I think it's ok for people to not have a deep understanding of their computer, but if you use one for hours every day, it makes sense that you know how to use it. Just like I don't expect a driver to know how to take apart an engine but they should know how to change a flat or put in coolant.
know how to change a flat or put in coolant.
Even just "The tire is the thing that has broken, I see tire flat: should round", or "Coolant is to combat hot. I have the hot. Is coolant ok?"
they should know how to change a flat or put in coolant
and care design, just like ux, is evolving in a way where the service industry takes the role of the user in maintaining their tools