recebi por email, vou tentar achar a fonte online:
ISO 9241-210 “human centred design”
All the users’ emotions, beliefs, preferences, behavior and accomplishments that result from, or are anticipated to result from, their interaction with a product, service or environment
NOTE 1 user experience is a consequence of the presentation, functionality, system performance, interactive behaviour, and assistive capabilities of the interactive system. It is also a consequence of the user’s prior experiences, attitudes, skills and personality. It includes all aspects of a product, system or service from the user’s perspective.
bacana, não? eu gostei.