What is wrong with airport system planners
“There’s a sign in the lab that says two things: LISTEN TO THE CUSTOMER and YOU’RE NOT THE CUSTOMER. …It’s hard to do the wrong thing if you’re talking to enough people and listening to what the masses are telling you.”
— Steve Gluskoter, Codesigner, Industrial Design and Usability Product Group, Dell. Fast Talk magazine, June 2005, page 45.