The User is King
http://infodeveloper.wordpress.com/2008/11/21/user-is-king/

Info Developer
2008

Abstract:

An average internet-banking user of this bank would be an Indian whose primary language, either at school or at home, was not and is not English. Such a person would not even notice the errors I’ve marked. Such a person would find the text totally comprehensible, unambiguous, and useful - though a tad incomplete because it answers only about four questions and doesn’t even address the how-to of the options provided by the internet-banking facility.