The customer is a stranger and humans are not used to paying so much attention to the needs of strangers. The organisation is a tribe, and each department or division is its own sub-tribe. It’s so much easier and more comfortable to be organization-centric.

When you talk, you are only repeating what you already know. But if you listen, you may learn something new.

Indifference towards people and the reality in which they live is actually the one and only cardinal sin in design

The average webpage is now the size of the original Doom

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