I've spent more than a decade in customer/user-facing roles, and that class of users is actually "almost all of them."

But it's worse than that. Most people do not have the reading fluency to read more than a few words in a sentence without getting frustrated and confused. If your work peers and social groups consist of the 3-5% of people who aren't in that category, it can be easy to forget that.

Any time you can make something's function clear with one or two words and design, opt for that over explanation.