Windows '98 is so similar to Windows '95 because Apple hasn't invented anything worth copying since 1995.

The web is the ultimate customer-empowering environment. He or she who clicks the mouse gets to decide everything. It is so easy to go elsewhere; all the competitors in the world are but a mouseclick away.

Progressive disclosure defers advanced or rarely used features to a secondary screen, making applications easier to learn and less error-prone.

Information Overload = "information pollution"

Compared to 1999...we cannot quite declare victory, but we can declare progress.

On average, when you ask someone to perform a task on a site, they cannot do it. It's not their fault; it's the designer's fault.

...pay attention to what users do, not what they say.