A very good quote and something to think about as I work at becoming a better librarian.
Really. People will notice, though not necessarily consciously, if we take the time to think about them when we’re developing our services. The secret here is not to think of library patrons, users, or customers: we need to think of people. We need to consider their lives and what they’re trying to accomplish. This act, which can only be done by cultivating the skill of empathy, is the most important—and perhaps the most difficult—part of user experience design.