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

Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large.

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.

Information Overload = "information pollution"

What we learned is money doesn't grow on trees.

Inadequate use of usability engineering methods in software development projects have been estimated to cost the US economy about $30 billion per year in lost productivity.

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