For various reasons, pen computing devices in the early 1990s didn't develop well before they started to decline. Just as people were about to give up on the significant commercial benefits brought by these pen computing devices, Palm Computing launched the Pilot, opening a new chapter. The market growth of the Pilot was faster than any previous computing device, even surpassing the growth rates of televisions and VCRs in the past. So, why did Palm Computing rise against the tide and achieve one success after another when other handheld devices had been eliminated? With your rich imagination, you might make all sorts of conjectures. But my view is this: much of Palm Computing's success depends on what Jeff Hawkins (the inventor of the Pilot and Palm OS) calls the "user experience." When I met Jeff Hawkins, I couldn't help but associate him with the Yankee craftsmen of yesteryear. He is a thoughtful, precise, and design-simplifying person. He can empathize with users and put himself in the shoes of a new user to play with the product, which is a truly rare skill. I once heard rumors that during the development of Graffiti, he would constantly poke around on pieces of paper during meetings. People thought he was a bit strange, but in fact, he was imagining the real user experience while testing Graffiti: "Can I use this thing to take notes during a meeting?"