Who are "users"? : representations of difference in usability and user experience blogs

This thesis reports the results of an empirical study that classifies the rhetorical moves used to talk about diverse users in industry facing usability/user experience blogs. It argues that the metaphors used to talk about difference construct a normalized user that systematically excludes diverse users from the design process and results in technologies that contribute to oppressive systems of power and privilege. The thesis presents an alternative rhetorical construction of diverse users and offers suggestions to promote inclusivity in usability/user experience research, teaching, and practice.