Reducing a product's definition to a list of features and functions ignores the real opportunity - orchestrating technological capability to serve human needs and goals.
The payoff of a customer-centric approach to software and digital product design is substantial and long-lasting for both companies and their customers.
A lot of people think, and Microsoft is happy to let them think, that all great things are invented by Microsoft. In fact, very, very little has been invented by Microsoft.
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.
I think the phrase 'computer-literate' is an evil phrase. You don't have to be 'automobile-literate' to get along in this world. You don't have to be 'telephone-literate.' Why should you have to be 'computer-literate'?