Designers' Roles in Communicating with Users
http://www.usabilitynews.com/news/article1093.asp

Light, Ann
Usability News
2003

Abstract:

Defining 'the user experience' is difficult since it can extend to nearly everything in someone's interaction with a product, from the text on a search button, to the color scheme, to the associations it evokes, to the tone of the language used to describe it, to the customer support. Understanding the relationship between these elements requires a different kind of research than merely timing how quickly a task is accomplished or testing to see how memorable the logo is.