[sonofhans]

> People solve the problem for you, but you have to watch and listen.

I love this. It reminds me of my favorite saying about design: “People don’t design ships. The ocean designs ships.”

At work I try always to say “human” rather than “user,” for just the reasons you state. Like you, I think I’ve done my best work when I’ve been able to remove myself from the equation. It’s one reason I like building software that I’ll never use myself — it keeps reminding me that I’m not my customer.