Fantastic post in which Leisa Reichelt talks about User Centred Design and a leg-waxing experience.

“Perhaps it was the combination of pain and dissatisfaction that made me combine my work with my leg wax. In terms of user experience design, nothing I’m saying here is new. But its worth repeating over and over again… its worth investing in good user experience.

Do this and you can ensure that your users repeat their good experience themselves and promote you to their friends and colleagues. Don’t do it, and they’ll go out of their way to avoid you, and to make sure everyone they know does likewise.”