I have a LOT longer response, but this is the starting gist of it. I may or may not publish the draft as a story:
You are right. It is VERY difficult to see people as anything other than the 'sinners', 'deplorables', 'consumers' etc who 'choose' to follow what turns out to be the easiest path through their woods.
My basic point is that we should always look at people as part of their environment, and the environment we create for ourselves and others is what drives behavior changes. We fight people when we should fix systems. The FAA was basically founded on this principle of continuous improvement of systems and accepting that people are fallible.