We Are Not User Experience Designers if We Are Not Talking to Users

So says Whitney Hess and Huang Qinghong:

"You guys sitting on couches in air-conditioned offices, sipping tea, smoking cigarettes and coming up with buying tickets online, have you ever considered our lives? Have you experienced the agony of buying tickets?"

Read more about the Not-So-Happy New Year: Rail Website Woes In China.