Whitney Hess is an independent user experience designer, writer and consultant based in New York City. She wrote this kick ass article for Mashable.
“Really, a user experience designer could help to improve a person’s experience with just about anything — a doorknob, a faucet, a shopping cart. We just don’t typically refer to the people using those things as “users,” but they are.”
“As user experience designers we have to find the sweet spot between the user’s needs and the business goals, and furthermore ensure that the design is on brand.”
“If you make assumptions about the people you expect to use your product or service — who they are, how they behave, what makes them tick — you’ll probably always be wrong. But take the time to get to know them, and hire the appropriate person to facilitate the process, and you can ensure you’ll get it right.”
You can read it here: http://mashable.com/2009/01/09/user-experience-design/
You can read about her experience here: http://whitneyhess.com/blog/2009/01/10-most-common-misconceptions-about-user-experience-design/