Thinking differently (ibm.com) -- "The customer needs to drive all the time, not just when the developers let him. Developers need to see customers as part of the team. Customers need to see themselves as part of the team. I'd like to say that change starts at the top, but often it doesn't. Sometimes change has to come from below. The way it starts is for people to stop lying to people above them in order to relieve short-term pressure." (Mac comments: Programmers are coming up with their own solutions to the problem of unusable, useless, bloated software, and is doesn't involve usability folk. )