The decisions of our past are the architects of our present.

But believe me, just because the human mind can't imagine something happening...doesn't mean it won't.

One final bit of advice. The next time a senior administrator of the CIA tells you she has a national-security crisis Leave the bullshit in Cambridge.

Robert wondered if any of Harvard's revered Egyptologists had ever knocked on the door of a pyramid and expected an answer.

You can’t jump for the stars if your feet hurt.

Most clients expect experience design to be a discrete activity, solving all their problems with a single functional specification or a single research study. It must be an ongoing effort, a process of continually learning about users, responding to their behaviors, and evolving the product or service.

The truth, however, was stranger still.