Thanks for mentioning this.
I've actually been working through that book over the past few days and think that anecdote really got under my skin. For some reason it didn't dawn on me when writing the article. I'll make note of it.
> My mother, who has the same [thermostat], diligently spent a day reading the user's manual to learn how to operate hers. She assumed the problem was with her. But I can think to myself "If someone with a PhD in computer science can't understand this thermostat, it must be badly designed."
