The Aha! experience is much more satisfying when it's preceded by the huh experience.
Change is hard because people wear themselves out. And that’s the second surprise about change: What looks like laziness is often exhaustion.
This is the biggest problem in analytics today.
Once we know something, we find it hard to imagine what it was like not to know it.
The Curse of Knowledge: when we are given knowledge, it is impossible to imagine what it's like to LACK that knowledge.
What looks like a people problem is often a situation problem.