Molly Holzschlag writes about the tension between usability heuristics and real-world needs. To quote:
[Thanks to InfoDesign.] [Column Two]Although one-size-fits-all usability concepts provide a good foundation for designers interested in creating usable sites, a great user experience has far more to do with what you know about your users than what the books tell you. Molly Holzschlag shows you how to draw outside the usability lines and create sites that address the true needs of your site visitors.