The stages of decline from user-centred design to abuser-centred design: -1- The Beginning. We want people to like our product. We will care and listen. We wil

The stages of decline from user-centred design to abuser-centred design: -1- The Beginning. We want people to like our product. We will care and listen. We will dedicate resources to usability. Happy customers make us happy. -2- The Middle. Usability is hard. Building ergonomics and affordance is not as easy as we thought. And then there is Internationalisation (I10N). We had to learn most of this ourselves because no one teaches these domains. Contractors are expensive. -3- The Decline. We want to develop more features. Hire more programmers. Sack the usability team -- whatever we needed to accomplish is achieved. (Sack the documentation team too. Software developers are engineers... they can write FAQs!) -4- The Bottom of the Barrel. We threw features galore at our customers in a series of brilliant sprints, yet our customers are unhappy. What's wrong with them?