Jack Dorsey, founder of Square and Twitter:
The entire technology industry uses the word “user” to describe its customers. While it might be convenient, “users” is a rather passive and abstract word. No one wants to be thought of as a “user” (or “consumer” for that matter). I certainly don’t. And I wouldn’t consider my mom a “user” either, she’s my mom. The word “user” abstracts the actual individual.
This reminds me of a time I saw Edward Tufte speak and he said there are only two industries that refer to their customers as users: web designers and drug dealers. Dorsey continues:
It’s time for our industry and discipline to reconsider the word “user.” We speak about “user-centric design”, “user benefit”, “user experience”, “active users”, and even “usernames.” While the intent is to consider people first, the result is a massive abstraction away from real problems people feel on a daily basis.