Consistency is one of the most powerful usability principles: when things always behave the same, users don't have to worry about what will happen. Instead, they know what will happen based on earlier experience.

If your users have many questions, it's a failure of your primary site design. It becomes not so much customer support, as much as customer complaints.

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

On the Web, all advantages are temporary, and you must keep innovating to stay ahead

Ultimately, users visit your website for its content. Everything else is just the backdrop.

A bad website is like a grumpy salesperson.

In the attention economy, anyone trying to connect with an audience must treat the user's time as the ultimate resource.