Don Norman's 2009 Business of Software talk on product and service/system design is excellent. http://businessofsoftware.org/2010/06/don-norman-at-business-of-

Don Norman's 2009 Business of Software talk on product and service/system design is excellent. http://businessofsoftware.org/2010/06/don-norman-at-business-of-software-2009/ http://businessofsoftware.org/2010/06/don-norman-at-business...