Design is really an act of communication, which means having a deep understanding of the person with whom the designer is communicating.
Donald A. NormanAlso note that invariably when we design something that can be used by those with disabilities, we often make it better for everyone
Donald A. NormanAS for all those mistakes I make - they are on purpose - to teach you how to deal with them
Donald A. NormanThe designer shouldn't think of a simple dichotomy between errors and correct behavior; rather, the entire interaction should be treated as a cooperative endeavor between person and machine, one in which misconceptions can arise on either side.
Donald A. Norman