Karen Schneider posted a meme-ifesto under the title The User Is Not Broken. I like it. This is a much better slogan than “The customer is always right.” We all know customers who are deeply mistaken, even wrong, but they are not broken. The user is not the problem. The user has a problem and they may be really confused about how to solve it or what the problem really is. Our work is to help them solve their problem.