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.
Don't Listen to Users!
Posted by: leelefever on July 25, 2004