Failure to prepare users: why is this still happening?
From the ‘this shouldn’t be innovation, but unfortunately…’ department. You need to be able to answer all of these questions. Don’t wait for the users to ask them
You may not be a Web designer, but…
It might just be useful to see the world from their perspective: this video does quite a good job of conveying their ultimate ‘nightmare experience’: the dreaded Design Review with the client