The lens of the user obscures the view of the ecosystems it affects. This is wonderful! Thanks Kevin.
It summarises some very deep annoyances I had and could not describe. It unveils the reason why many designers design for themselves (because they can see themselves as a “user”) or why every conversation with stakeholders ends up with everyone in the room describing how they would use the product/service (as, again, they also see themselves as a, and perhaps the quintessential, “user”).
“Seeing the trees for the forest”.
Now we need a word that describes the forest and not the trees, which is perhaps what Don Norman intended by adding “Experience”.