James Surowiecki on "Feature Creep" (New Yorker)

Terrific article --

"...Product returns in the U.S. cost a hundred billion dollars a year, and a recent study by Elke den Ouden, of Philips Electronics, found that at least half of returned products have nothing wrong with them. Consumers just couldn’t figure out how to use them."

"...Microsoft Word 2003 has thirty-one toolbars and more than fifteen hundred commands."