“The purpose of user experience design, or UXD, is to understand that user behavior can be seen as part of a holistic experiential model instead of as a shallow, temporary hit-and-run encounter. In the domain of user experience, then, we must not mistake trying something for experiencing it.” -Christopher Fahey

Read Christopher’s article “Experience or Don’t Experience. There is no Try.” here

“Good information architecture makes users less alienated and suppressed by technology. It simultaneously increases human satisfaction and your company’s profits. Very few jobs allow you to do both at the same time, so enjoy.” - Jakob Nielsen in Information Architecture for the World Wide Web by Louis Rosenfeld & Peter Morville

Make sure you pick up Information Architecture for the World Wide Web if you’re an information architect or are interested in information architecture.

“By attending to the entire user experience, designers can create a rich, sensory experience, which helps to immerse users and encourage them to become fully involved in the site and its message… Through immersion, the user experiences joy and satisfaction: positive qualities that will be transferred to your brand.” - Sharon Lee

Check out Sharon’s article “Human-to-Human Design” here

“There is a common misconception that usability equals common sense, but actually usability is more than common sense.  Although the definition of usability is closely related to logical relevance and common sense, it is very unwise just to rely on common sense in ensuring the usability of a product.  Using common sense is not only unwise but sometimes also dangerously misleading.” - Adi B. Tedjasaputra

Quote retrieved from this collection of web design quotes.

Two quotes for today to show two differing views of “simplicity” (interestingly, the quote in favor of simplicity is shorter and, well, more simple!). Should we aim for simplicity no matter what, or should we focus on clairity, even if it adds some complexity? Is simplicity always clear? Is it always creative?

“Making the simple complicated is commonplace; making the complicated simple, awesomely simple, that’s creativity” - Charles Mingus

“The most important goal of effective communication is clarity. Clarity is not the same as simplicity … Complexity can be made to appear clear by effective organization and presentation and need not be reduced to meaningless “bite-sized” chunks of data, as simplification usually does. Clarity refers to the focus on one particular message or goal at a time, rather than attempting to accomplish too much at once. Simplicity is often responsible for the “dumbing” of information rather than the illumination of it.” - Michael Hoffman

Charles Mingus quote submitted by Damian Rees. Help me collect quotes by submitting them here!

“In most people’s vocabularies, design means veneer. It’s interior decorating. It’s the fabric of the curtains of the sofa. But to me, nothing could be further from the meaning of design. Design is the fundamental soul of a human-made creation that ends up expressing itself in successive outer layers of the product or service.” - Steve Jobs

Check out the article “Apple’s One-Dollar-a-Year Man” from Fortune Magazine in which Steve explains his obsession with design

“When we’re trying to understand our ‘users’ and ‘customers,’ we have to remember that they’re people just like us, and just like us they regularly cross understood boundaries and categories… People are inconsistent, often inarticulate, and they challenge social and cultural boundaries in unexpected ways.” - Subject to Change by Peter Merholz, Brandon Schauer, David Verba, and Todd Wilkens

Subject to Change by four great folks at Adaptive Path is a fabulous look at customer experience and how focusing on it can transform companies. I highly recommend it!

“You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality” - Walt Disney

Read Bruce Temkin’s thoughts on this quote and how it relates to customer experience in general here

“We can’t forget that customers don’t view a company in terms of silos or business units. They couldn’t care less about how an organization is structured. What they want is an intuitive experience that draws them into an experience that excites their senses.” - Judy McLeish

Quote submitted by Judy McLeish of McDaniel Partners

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“Start with the content. Sometimes designers and developers forget that this is why people come to your site to begin with. Craft it lovingly and serve it to your users with a minimum of distraction, like a well-plated dish; don’t just heap it all together like it’s a buffet. You worked hard on your content… celebrate it. ” - Aaron Gustafson

Check out Aaron’s article “Ruining the User Experience” from the great site “A List Apart”