Everyone is an experience designer; the question is whether they know it.
observation — attributed to Andrew Lacanienta
Lacanienta's claim is that everyone, in one way or another, is an experience designer. When he meets people and they tell him what they do, he thinks: you are an experience designer for a library, or an insurance firm, or a clinic. A doctor creates patient experiences. Bad patient experiences mean fewer patients. The discipline applies to training in corporations, teaching in universities, every interaction in a service business. The reframe matters because most professionals do not see their work this way. They see themselves as practitioners of their domain (medicine, finance, retail). The shift to seeing themselves as experience designers within their domain produces practitioners who pay attention to what most of their peers ignore.
For service-business leaders, professional-services consultants, and anyone whose work involves recurring interaction with clients or customers. The observation is most useful as a frame for professionals who have not previously thought about their work in design terms.
universal-application, experience-designer, doctors, libraries