Don't Listen to Users!

First Rule of Usability? Don't Listen to Users (Alertbox)

Tom Coates points me to an older (2001) Alertbox from Jacob Nielsen. These are lessons I've learned and experienced recently. In fact I just said it in a recent comment- what people say they do vs. what they really do are often two different things. If you design solely-based on what they say- you may be missing important clues.