Usability is utterly broken
The last time it was declared broken, it was Web browsing behaviour that totally invalidated ‘traditional’ usability testing: this was soon fixed with new metrics, but now there’s another elephant in the usability lab
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