On a web project, user-centered design means that the final product must meet real user needs and fulfill real human desires. In practical terms, it also means that the days of designing a site map to mirror an org chart are over.
In The Psychology of Everyday Things, cognitive scientist Donald Norman wrote about the central importance of understanding the user’s mental model before designing products. In the user-centered design system he advocates, design should “make sure that (1) the user can figure out what to do, and (2) the user can tell what is going on.”
When it comes to content, “user-centered” means that instead of insistently using the client’s internal mental models and vocabulary, content must adopt the cognitive frameworks of the user. That includes everything from your users’ model of the world to the ways in which they use specific terms and phrases. And that part has taken a little longer to sink in.