Design is not veneer

Some good thoughts in Design is not veneer by Aral Balkan, including this one:

“There are no shortcuts to good design. There are no silver bullets, no magic buttons, no silver sixpences. Every design problem is unique. Design is a process, not a product. And you cannot take part in the process by ignoring the irrational, emotional, unpredictable beings who will be using your products. However much you may want to. However scary it may be to think of them. Quite on the contrary, you must base your process around them. Around understanding and fulfilling their needs. Because their needs are all that matter. Indirectly, their needs are your needs and your business’s needs. Because we are living in the age of user experience, where features are commodities and user experience is the differentiating factor.”