I think that comment may be in relation to tool software such as a CAD program as opposed to service software.

In tool software it is often impossible to always know what the operator is looking to achieve as it is often novel. Service software is quite the opposite where there are likely a few well defined goals the software is attempting to help the customer achieve.

I guess it was a bit out of the wrong context. I did a lot of fixing/building computers back in the school days, and that left a bad impression - a lot of people don't care to learn even the simplest things, or stop to think for 5 seconds.