A quotient group lets us regard elements as the same whenever they differ by an element of a chosen subgroup.
Why normality matters
The multiplication must not depend on the representatives we choose. If g′=gn and h′=hm, with n,m∈N, then
g′h′=gnhm=gh(h−1nh)m.
Normality puts h−1nh in N, so g′h′N=ghN.
A small example
For the additive group Z and subgroup nZ, the quotient is Z/nZ: integers identified by their remainder modulo n.
The First Isomorphism Theorem makes this idea precise for any homomorphism.