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

It was always amusing to be inside Apple and read what journalists said we were doing

Attractive things work better When you wash and wax a car, it drives better, doesn’t it? Or at least feels like it does.

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.

I prefer design by experts - by people who know what they are doing

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.