"User experience is the net sum of every interaction a person has with a company, be it marketing collateral, a customer service call, or the product or service itself. It is affected by the company’s vision and the beliefs it holds and its practices, as well as the service or product’s purpose and the value it holds in a person’s life."

"Every detail of a company and its product says something about it. User experience strategy and design ensures that these messages are put forth with intention and purpose. Design extends into each and every detail, and each and every detail can indeed be designed."

"The job of a designer, just like that of a writer, is to twist and stretch and shape a conceptualized piece of work over and over again until it becomes the masterpiece the world needs it to be."

"A user's experience belongs to the user. An experience cannot be designed. It can, however, be influenced. A designer’s job is to be the influencer."