The customers, the visitors, the patients, the readers, the guests, whatever you call them—their…

The customers, the visitors, the patients, the readers, the guests, whatever you call them—their experience is what determines the company’s success or failure. So focus first on the overall experience. It’s strategic, not tactical. It’s about the people, not the tool. Focusing on the larger picture first will set a better context in which to work—later—on usability tactics. Mark Hurst