At most project meetings, everyone has a seat at the table except the poor victims who will have to operate the technology.

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.

Good information architecture makes users less alienated and suppressed by technology. It simultaneously increases human satisfaction and your company's profits. Very few jobs allow you to do both at the same time, so enjoy.

Popularity is the product of two factors: (a) how compelling material you offer, and (b) how easy it is to access it. Host free pirated movies and users will flock to the site, even if it's difficult to use.

A bad website is like a grumpy salesperson.

Clear content, simple navigation and answers to customer questions have the biggest impact on business value. Advanced technology matters much less.

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.