Designers are not users.

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

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

Even the best designers produce successful products only if their designs solve the right problems. A wonderful interface to the wrong features will fail.

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

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.