The article focuses on the remote control industry. Justin Henry is president of Intrigue Technologies of Mississauga, Ontario. Much of the brainpower here at Intrigue is spent agonizing over the shape, proportion and button sizes of the company's one and only product, the Harmony controller, to ensure that every new model improves on the often paperback-size beasts that rule the high-end universal remote control market. (The Harmony SST-768 is roughly the size and shape of a cellphone.) Still, Intrigue spends even more effort on simplicity. Harmony's bright idea is a one-touch command--"Watch DVD" (and one to watch TV, one to listen to a CD and so on)--that, when pressed, turns on the appropriate devices, changes the channel and activates all necessary buttons for you. Simple concept, but when Henry and collaborator Glen Harris tried to raise money in 1999, almost no one believed they could pull it off. (They ended up tapping acquaintances for the $1.6 million capital.) With all the possible combinations of equipment, coupled with the idiosyncrasies of each device, distilling activities down to a seamless one-touch process seemed doable only with mounds of customized programming. And while the use of "macros" in advanced controllers isn't new, programming other high-end universals requires users to write proprietary code--or hire programmers to do it. By getting users to hook the Harmony up to the Internet, Intrigue's software quizzes consumers briefly about the makeup of their entertainment system and instantly downloads the complicated codes into the device. When users have trouble, Intrigue's service reps can see, on their end, how their systems are set up and send fixes directly to the controllers.