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I believe they are headed in the right direction with Unity. They just need to make the techies happy since they are the ones that will be supporting it.
But the average user is not going to want to customize anything except their dock by dragging an application on it that they use often. They don't want to have to go into any .ini, .cfg or any other configuration files and do anything. If they do they just won't deal with it and move to another OS.