EXPERIENCE DESIGN IS ABOUT FINDING THE GAPS IN INTENT

Summary from the TLDR Design newsletter

Design doesn't have to compete with other functions for ownership. Instead of playing a zero-sum game, it can focus on identifying and fixing the invisible “seams” between teams, domains, and service layers that create user friction. By surfacing unintentional, process-driven decisions and taking responsibility for the holistic journey, design expands a team's mandate and helps shape an organizational environment where better, more coherent experiences become possible.