Posting from phone. In user experience design we often interview and observe people using similar designs to build up a User Model which is another way of saying their assumptions based on their previous experiences of how things should work.

We then watch their blood pressure go up as they try to use experiences that differ from their assumptions. Interestingly their stress levels may go up but in that state and they may be more frustrated but also more observant and aware.

You can guide people past their assumptions to new experiences but it is a balancing act. Depending on the person it can be helpful to first show them the familiar and slowly transition in increments. Or warn them before assumption breakers and ensure them it isn’t them and explain why. Or pair frustration increasing moments with pleasure increasing moments never letting things get too frustrating (two-five familiar point for every one unfamiliar). Also the amount of unfamiliar matters. We try to keep people from having to juggle more than 2-4 pieces of key information at a time. Some of this is also cultural.