“If we want users to like our software, we should design it to behave like a likeable person.”

“We're building what I call 'software apartheid.' We're in the process of creating a divided society: those who can use technology on one side, and those who can't on the other. And it happens to divide neatly along economic lines.”

“If we want users to like our software, we should design it to behave like a likeable person.”