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“American culture is no longer created by the people... A free, authentic life is no longer possible in AmericaTM today. We are being manipulated in the most insidious way. Our emotions, personalities and core values are under siege from media and cultural forces too complex to decode. A continuous product message has woven itself into the very fabric of our existence. Most North Americans now live designer lives-sleep, eat, sit in car, work, shop, watch TV, sleep again. I doubt there's more than a handful of free, spontaneous minutes anywhere in that cycle. We ourselves have been branded.”

“Everything has a personality: everything sends an emotional signal. Even where this was not the intention of the designer, the people who view the website infer personalities and experience emotions. Bad websites have horrible personalities and instill horrid emotional states in their users, usually unwittingly. We need to design things-products, websites, services-to convey whatever personality and emotions are desired.”

“A powerful tool in the early stages of developing scenarios is to pretend the interface is magic. If your persona has goals and the product has magical powers to meet them, how simple could the interaction be? This kind of thinking is useful to help designers look outside the box.”

“When designers intentionally trick users into inviting friends or blasting a message to their social networks, they may see some initial growth, but it comes at the expense of users' goodwill and trust. When people discover they've been duped, they vent their frustration and stop using the product.”

“Design is not just what it looks like and feels like. Design is how it works.”