There is a professional User Experience email group, and every so often, someone posts a cautionary tale. It is usually a story of the significance of usability, as reported in a failure to act on recommendations. I am quoting it, but leaving out the author's name, unless I have her permission. Company names are always best left out as well, non-disclosure being what it is. The story itself is common enough that most UX people I know have at least one experience like this in their past. This is included here for those of you who might be working on a product OF ANY KIND and who ignore the UX people and/or initial warning signs that things are "clunky". I have seen this over and over again in the Usability Field. A MAJOR disconnect between the companies who create product and their actual market. There's a push to add "UX" to everyone's job title, UX Developer, UX Designer, UX Architect. The actual UX piece of it-talking to ...
UX, CX & What Your Audience is Really Seeing