But what is bad about that? Why shouldn't they be included?

It's a race to the bottom.

This agrees with my experience. When I have begun to automate complex manual systems (nibbling from each end, typically), I note when I watch people use the finished product (at each step) that they simply find some other facet of the job to pay less attention to. The eventual error rate just returns to what it was before.

Ideally it won’t stop until computers are something we rarely think about. For me I love the CLI but having to use a mouse is a drag and causes serious wrist pain at this point in my life. Typing on a keyboard and clicking with a mouse are not the end all, be all of interacting with information systems.

The illiterate are customers, of course they will be included.