I really like Alex Maughan’s post In a word, Human. He discusses the dangerous gap between those who make software, and those who use it:

Successful user experiences happen when producer whims get sidelined, and primary focus is placed on that little bit of common sense shared by the majority of humans using your product or service. It’s when you empathetically put yourself in the most common psychological flow of a human using a piece of technology they know almost nothing about.

This is a topic I’m very passionate about, so I agree wholeheartedly with Alex.