This is a matter of perspectives here. Some of my friends are absolutely brilliant lawyers and they trump me in their reasoning abilities (while I am a typ. HN member, high-tech engineer). Yet, they would not know some tech basics. I see lawyers struggle with formatting in Microsoft Word all the time :-), for one.
A brilliant physicist friend likewise once told me he is clueless how real numbers are handled in computers (not talking about floating point encoding specifics but conceptually itself). Yes, I can say that feels dumb, but I cannot deny that he is a brilliant physicist.
It's not about perspectives, basically every human has the same baseline reasoning capabilities. Understanding that "more work = more time needed" is part of that baseline.
The only "excuse" would be if someone didn't know what a film is at all, because they can't be expected to reason about something they don't have any knowledge about.
I have been asked by someone in late 40s why uploading a video takes a lot longer than uploading a photo.
They are not dumb people. They just do not know.
The onus is on the engineers to design for them.