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.

A general principle for all user interface design is to go through all of your design elements and remove them one at a time.

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

Users are not designers.

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.

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