Ultimately it is in the experience that these products fail, but by presenting
both the design and the experience I hope to illuminate the difference and help you completely appreciate the lessons learned.
Even though I’ve been working in the “experience design” industry for years, this design/experience dichotomy hasn’t been easy for me to arrive at.
Because we so often use the word “experience” to describe the design, it takes some conceptual backflips to think about a person’s experience apart from the product.
Victor Lombardi. in Why we fail