We need to design policies that work with human psychology, not against it.
每种心理状态都有其存在的目的；要理解它，我们必须询问它在更广泛的行为系统中发挥什么功能。
我们必须倾听客户的声音，他们是我们存在的理由。
"The number one benefit of information technology is that it empowers people to do what they want to do."
