I have always believed that technology should do the hard work - discovery, organization, communication - so users can do what makes them happiest: living and loving, not messing with annoying computers! That means making our products work together seamlessly.
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We want to build technology that everybody loves using, and that affects everyone. We want to create beautiful, intuitive services and technologies that are so incredibly useful that people use them twice a day. Like they use a toothbrush. There aren't that many things people use twice a day.
I am saddened, not by Microsoft's success - I have no problem with their success. They've earned their success, for the most part. I have a problem with the fact that they just make really third-rate products.
In technology, we need revolutionary change, not incremental change.
I think what we've seen happen so far is that as we've applied technology for the picking process in the store, for example, is that job composition has changed but we have about the same number of people.
You've got to start with the customer experience and work back toward the technology - not the other way around.
It's really hard to design products by focus groups. A lot of times, people don't know what they want until you show it to them.
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