"Designers should be arbiters of the truth: They should be the kind of people who stand up and tell it like it is, and that usually calls for courage"

Beautiful.

"Right or wrong, companies who care little about the design of a customer's experience are often thought to care little about its customers. Poor design encourages people to believe in a brand’s ham-handedness, in its cloth-eared reluctance to listen and respond. If openness, communication, and accountability are the bellwethers of clarity, then poor design is a smudge—a flaw that seems to hide rather than reveal." [kevin mattice via chris messina]