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Reading computer manuals without the hardware is as frustrating as reading sex manuals without the software.

A lot of people assume that creating software is purely a solitary activity where you sit in an office with the door closed all day and write lots of code.

I think it is important for software to avoiding imposing a cognitive style on workers and their work.

Whatever way that we have in our head that we expect people to use a software, they'll find other interesting ways to use it that we didn't expect.

I'm rather pleased with the new manuals. I see Inform now as a gauche young adult, having got past the stage of growing out of his shoes every few months.

Everyone is flailing through this life without an owner's manual, with whatever modicum of grace and good humor we can manage.

The office is the laboratory and meeting your users is like going into the field. You can't just stay in the lab. And it's not just asking users what they want, it's about seeing what they're doing.

Typically you see the home office think up some great program but doesn't think through implementation at the store level.