> Is it really fair to your users to presume the are clueless?
The more charitable interpretation is that we should assume they're overloaded; they're using our application because they have to get something done, and they need to get it done as quickly and easily as possible so they can get on with their day. This doesn't always apply; if you're developing an application that will be the primary tool for some line of work, something that people will live in for hours every day, then it makes sense to give them the freedom to make it their own. But when developing something that will merely be part of someone's workflow, possibly imposed on them without their choice, then it makes sense to impose as little as possible on them.
The more charitable interpretation is that we should assume they're overloaded; they're using our application because they have to get something done, and they need to get it done as quickly and easily as possible so they can get on with their day. This doesn't always apply; if you're developing an application that will be the primary tool for some line of work, something that people will live in for hours every day, then it makes sense to give them the freedom to make it their own. But when developing something that will merely be part of someone's workflow, possibly imposed on them without their choice, then it makes sense to impose as little as possible on them.