Ten Quotable Moments: Challenges and Responses for User Interface Designers
http://www.boxesandarrows.com/archives/ten_quotable_moments_challenges_and_responses_for_ui_designers.php

Krause, Brian R.
Boxes and Arrows
2003

Abstract:

The following ten things have been said by actual clients and represent common and very human reactions to a new wrinkle in the process of building software: design. By gathering these comments in one place and sharing them widely, it becomes easier to recognize them, so we can keep our calm and contribute to effective software teams.