Why Users Don't Complain About Unusable Forms
http://www.stcsig.org/usability/newsletter/0101-forms.html

Jarrett, Caroline
Usability Interface
2001

Abstract:

The email lists have been abuzz with discussions of the usability issues in the Florida ballot. A common question asked was why a ballot design with so many obvious ways of failing its users attracted no attention before the recent U.S. Presidential election.