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“Drug users made me. They taught me. I didn't know how to work a scale; I didn't know what a gram was. Drug users taught me the business. They're going to teach it to the next guy, because they want a good drug dealer, one they can trust, one that's not going to rob them, one that's not going to cheat them out of their money, one that's not going to sell them fake dope. That was me. They're going to find another one because they're going to be looking for that guy every single day until they find him.”

“I was always the type of drug user that I had no moderation. When I was smoking and drinking, I was full on smoking and drinking. And I am also the type of drug user where I do smoke and drink, there's no creativity in terms of my writing process. I would just stare at the paper for hours and nothing would get done.”

“The confidence and security of a people can be measured by their attitude toward laxatives. At the high noon of the British sun, soldiers in far-flung outposts of the Empire doctored themselves with "a spoonful o' gunpowder in a cuppa 'ot tea." Purveyors and users of harsh laxatives were not afraid of being thought mean and unfriendly just because their laxatives were. But in America, the need to be nice is so consuming that nobody would dare take a laxative that makes you run up the stairs two at a time, pushing others aside and yelling, "Get out of the way!”

“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.”

“Too many companies believe that all they must do is provide a 'neat' technology or some 'cool' product or, sometimes, just good, solid engineering. Nope. All of those are desirable (and solid engineering is a must), but there is much more to a successful product than that: understanding how the product is to be used, design, engineering, positioning, marketing, branding-all matter. It requires designing the Total User Experience.”

“I think a successful company is one where everybody owns the same mission. Out of necessity, we divide ourselves up into discipline groups. But the goal when you are actually doing the work is to somehow forget what discipline group you are in and come together. So in that sense, nobody should own user experience; everybody should own it.”

“User experience is really the whole totality. Opening the package good example. It's the total experience that matters. And that starts from when you first hear about a product experience is more based upon memory than reality. If your memory of the product is wonderful, you will excuse all sorts of incidental things.”

“We humans have indeed always been adept at dovetailing our minds and skills to the shape of our current tools and aids. But when those tools and aids start dovetailing back - when our technologies actively, automatically, and continually tailor themselves to us, just as we do to them - then the line between tool and user becomes flimsy indeed.”