Schwern's blind driver analogy struck a chord with me. I'd argue that the analogy could also be turned completely around, with the end-user in the driver's seat. Unfortunately, more often than not they won't even have someone in the back seat shouting directions. Their 'navigation' will consist of zigzagging through menus, links and buttons trying to decipher the available options find a path to their intended destination.
Unlike Adrian I'm not particularly enamoured with Don's Norman's writing - I've found it to be long on anecdotes and short on practical advice or solutions.
One fascinating essay I stumbled upon recently is Bret Victor's Magic Ink - Information Software and the Graphical Interface. For anyone interested in the interface between people and computers, this is a 'must read'. Be warned though it's quite long.
