"Today that term (user experience) has been horribly misused. It is used by people to say: 'I'm a user experience designer, I design websites, so I design apps,' and they have no clue what they're doing. No, it's everything. It's the way you experience the world, it's the way you experience your life, that's the way you experience the service... it's a system that's everything." - Don Norman, 2016