I found it ironic that the author criticized the programmer for making software that was suited or customized for him and yet a major part of the book was about things that were not intuitive for the author. In other words, the author assumed that was he wanted as an end user was what everyone else wanted, but what the programmer wanted in a software couldn't possibly be what everyone wanted.
To be honest, it seemed like the first two chapters were complaints from a guy who can't figure out how to work anything electronic in his life, but I do like how he stressed the importance of planning for user interaction at the beginning and having that be a key to a product's marketability.
It was also kind of cool to get a better understanding of what exactly creates user loyalty. I think this is why people will stick with things like iTunes or Google's search engine. Users feel no need to explore other options because they feel like the original met their needs precisely both in capability and desirability.
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