When you have trouble with things—whether it's figuring out whether to push or pull a door or the arbitrary vagaries of the modern computer and electronics industries—it's not your fault. Don't blame yourself: blame the designer.

Design is really an act of communication, which means having a deep understanding of the person with whom the designer is communicating.

I believe that the Apple Shuffle is an excellent compromise among the conflicting requirements of simplicity, elegance, size, battery life, and function

The 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.

Learning should take place when it is needed, when the learner is interested, not according to some arbitrary, fixed schedule

Complexity is acceptable as long as it is intelligible and necessary. We want to avoid needless complications.

So what does a good teacher do? Create tension - but just the right amount.