The hardest part of design ... is keeping features out.

If people keep buying poorly designed products, manufacturers and designers will think they are doing the right thing and continue as usual.

In the university, professors make up artificial problems. In the real world, the problems do not come in nice, neat packages. They have to be discovered.

The best kind of design isn't necessarily an object, a space, or a structure: it's a process- dynamic and adaptable.

The world is complex, and so too must be the activities that we perform. But that doesn't mean that we must live in continual frustration. No. The whole point of human-centered design is to tame complexity, to turn what would appear to be a complicated tool into one that fits the task, that is understandable, usable, enjoyable.

To me, error analysis is the sweet spot for improvement.

Everything has a personality: everything sends an emotional signal. Even where this was not the intention of the designer, the people who view the website infer personalities and experience emotions. Bad websites have horrible personalities and instill horrid emotional states in their users, usually unwittingly. We need to design things-products, websites, services-to convey whatever personality and emotions are desired.