"Why usability? Because people use the web. It's that simple. We don't watch the web, as if it were television or film, we want to do something with it. In most cases, we want to find information, make a purchase, connect with another human being, or achieve some other goal. We want the web to do the work for us, and serve our purposes."

"So how do you avoid becoming the next cautionary tale? Well, I can't help you if your business model is idiotic. (Yes, BBQ.com. I'm talking about you.) But I can help with the one thing that your users consider most important: whether your website works. And how will I do this? Simple. I'll introduce you to Bo. "