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

No gossiping, no intrigue, no pussy-footing around problems and no telling people what you think they want to hear whilst privately disagreeing. We will be transparent in our dealings.

Real web design is what Google, Amazon, Twitter, and Facebook do. It’s about making the customer the hero, the center of attention. It’s about facilitating the customer to do what they want to do. Digital is not a technology. It’s a way of thinking that puts the customer first.

Those with the silo mentality allow a situation to develop where the customer is presented with a jumbled set of jigsaw pieces. One thing is for certain: customers do not visit you in order to do jigsaw puzzles.

We are all chimpanzees that got lucky. Our firmware hasn't changed that much since we came down from the trees.

Nothing is more effective than walking over to a colleague, showing some work, discussing, sketching, exchanging ideas, understanding facial expressions and body language, and reaching a resolution on a thorny topic.