Chapter 13, "Listen to Your Users, but Ignore What They Say," states "There is never a shortage of suggestions and complaints from the people who use software. These complaints often come from people who are quite sure they know not only what the problem is, but how it should be fixed as well…. The world is full, accordingly, of bad user interfaces that were essentially designed (or redesigned) by nontechnical people with no real idea of what they were doing…."
"User feedback should be analyzed for trends and common threads rather than taken at face value. Sometimes the best feedback comes not from users, but from looking at other products and talking with people who have a similar vision for the application."