The-Design-of-Everyday-Things-Revised-and-Expanded-Edition (3)

Airplane accidents, 164–166, 172, Baby locks, 144 178–179, 186–187, 188–189, Battery design, 125–127 314 Baum, L. Frank, 227 Beeps, 156 Air-traffic control instructions, Be-goals, 233 pilots remembering, 105–107 Behavior Alarm clocks, mode-error slips constraints forcing desired, and, 178 141–145 Alert, sound signifier as, 160 data-driven, 43 “’Ali Baba and the Forty Thieves,” event-driven, 42, 43 goal-driven, 42–43, 44 86 knowledge-based, 179, 180 Altair 8800 computer, 274 knowledge in the head and in Amazon.com, 264 Andon, 192 the world and, 75–85 Annoyance of sounds, 156, 160 rule-based, 179, 180 Anti-lock brakes, rule-based skill-based, 179, 180, 206–207 technology accommodating, mistake in using, 182 Apple, 121, 233, 250, 270, 272, 289 68–71 Apple QuickTake camera, 272 Behavioral level of processing, Arithmetic, mental, 103–104 Automation, 185, 213–214, 248–316 51–53 Automobiles design and, 54, 55 emotional responses and, 56 activity-centered design of, relation to visceral and reflective 231–232 stages, 54–55 application of constraints to, 202 stages of action and, 55–56 auditory and haptic modalities Bell, Alexander Graham, 270 Benz, Karl, 279 for warning systems, 95 Benz & Cie, 279 door handles, 133–134 Bezos, Jeff, 264 failure of first American, 274, Big data, 224–225 Biometric devices, 128 279–280 Blame, for error, 162, 163 incremental innovation in, falsely blaming self, 61, 65–71, 279–280 167 interlocks and, 142 misplaced, 61–62 limited life span of, 292 Boats, control of, 21–22 seat adjustment control, 22 Bookmarks, 16 standardization and, 248 Books, see e-books starting, 141–142 Brainstorming, 226 technology and changes in, British Design Council, 220 British Psychological Society, 150 267–268 Brynjolfsson, Erik, 286–287 See also Driving Budgets, product development, Aviation deliberate violation example, 211 237, 240 interruptions and errors in, 200 Business strategy, lock-ins as, NASA’s safety reporting system, 143–144 193–194 use of checklists in, 189–190, 191 See also Airplane 332 Index

Cabinet doors, lack of signifiers subconscious, 44–49, 51–52, 173, on, 134 206–207 Calendar program, using variety of technology and enhanced formats, 70–71 human, 285–288 Cameras visceral level, 50–51, 53–55 digital, 272, 274 Coins merger with cell phones, 265 confusion created by new design Cane, design of, 245 of, 79–82 Capture slips, 174, 208 Carelman, Jacques, 2 types of knowledge and use of, Carpal tunnel syndrome, 278 74–75, 77, 79–80 Carver, Charles, 233 Catalogue d’objets introuvables Communication conceptual models and, 31–32 (Carelman), 2 design and, 8–9, 73 Causal elements, reflective level of technological change and, 283 processing and, 53 Companies, conservatism of large, Causes of events 269 causal relations, 59–65 Competition-driven design, need to form explanations and, 259–264 57–59 Complexity, 4–8 Cell phones, 34, 200, 265, 280. See complicated vs., 247 using conceptual model to tame, also Telephone 247–248 Celsius scale, conversion between Conceptual models, 10, 25–37, 40, Fahrenheit scale and, 72, 94, 96, 98, 121, 204, 298 101–102 Change, technology as cause of, communication and, 31–32 264–268, 282, 284–285 as story, 57–59 Checklists, 189–191 and Gulfs of Evaluation and Chess-playing machine, 286–287 Child safety caps, 144 Execution, 39, 40 Chord keyboards, 279 mental models, 26, 31 Cisco, 273 providing meaning via, 99–100 Clocks, 249, 250 to tame complexity, 247–248 Clothing industry, yearly changes for thermostat, 57–59, 68–69 in fashion, 292 Confirmation messages, 203–205 “Coffeepot for Masochists,” 2 Conscious cognition, 48, 49, 51–52, Cognition and emotion, 49–55 conscious, 48, 49, 51–52, 53, 53, 100–101 100–101 knowledge-based behavior and, distributed, 287–288 integration of, 47, 48–55 184 behavioral level, 50, 51–55 mistakes and, 173 design and levels of, 53–55 subconscious vs., 40, 42, 44–56, reflective level, 50, 53–55 stages of action and levels of 67, 310 processing, 55–56 Constraints, 10, 73 applied to everyday objects, 132–141 to bridge Gulf of Execution, 40 cultural (see Cultural constraints) on design process, 240–247 Index 333

Constraints (Continued) destination-control elevators desired behavior and, 76, and change in, 146–149 141–145 knowledge in the world and, faucet design and, 151–152 123, 124–125 mapping and, 151–152 logical, 124–125, 130 people’s responses to changes memory and, 82–85 minimizing chance of in, 149–150 inappropriate actions using, perceived affordance and, 145 67, 202–203 Cultural norms physical (see Physical confusion and lack of constraints) semantic, 124–125, 129–130 knowledge of, 134–135 signifiers and, 132–135 conventions and standards, Consumer economy, 291–293 130–132 Controls Culture activity-centered, 140–141 impact of technology on, 285 device-centered, 140 mappings and, 22–23, 118–122 incorporating safety or security pace of change of, 282 Customers in, 256 observing would-be, 222–223, mapping and design of, 21 segregating, 203 225–226 See also Switches quality and focus on, 264 Conventions, cultural. See Cultural See also Purchasers; Users Cybermind, 112 conventions Cyborgs, 284 Cooperative problem-solving, 185 Cost Daily Mail (newspaper), 88 Daimler, 279 as design constraint, 6, 219, 230, Data-driven behavior, 43 240, 241, 242, 245, 260, 294 Data networks, 281–282 Dead man’s switch, 142–143 feedback design and, 23–25, 68 Decision gates, 234, 235 Countersteering, 102–103 Declarative knowledge, 78 Creativity, 49, 64 Declarative memory, 47, 97 Creeping featurism, 258, 261–264 Deliberate violations, 211 Csikszentmihalyi, Mihaly, 55–56 Cultural constraints, 124–125, accidents and, 169–170 Dependence on technology, 128–129 on assembly of mechanical 285–287 Description, discrimination among device, 85 behavior and, 76 choices and, 80–82 cultural conventions and, Description-similarity slips, 174, 130–132, 146 175 standardization as, 248 Design Cultural conventions behavior and, 76 activity-centered, 231–234 as cultural constraints, 130–132, areas of specialty in, 4–5, 9,110, 146 302, 308 behavioral level and, 54, 55 334 Index challenge of, 34–36, 239–247

checklist, 191 universal (inclusive), 243–247 choice of metaphor and, 120–122 visceral responses and, 51 coins, of, 79–82 in the years 1988–2038, 282–288 communication and, 8–9, 73 See also Human-centered design competition-driven, 259–264 constraints as tools for, 85 (HCD) correct requirements/ Design error, operator error vs., 6–8 Designers specifications and, 229–230, 234–235 advice for, 64–65 double-diamond diverge- bridging Gulfs of Evaluation converge model, 219, 220–221 as equalizing tool, 297 and Execution, 40 error and (see Error) clients/customers, 240–241 experience, 4–5, 9, 302, 307 conceptual model and, 31–32 faucet, 115–116, 150–155 engineers as, 6–8, 10 flexibility in, 246–247 The Design of Future Things fundamental principles of, 71–73, 298. See also individual (Norman), 185 principles Design redundancy, 210 implications of short-term Design research memory for, 94–95 inclusive design, 243–247 market research vs., 224–226 industrial, 4–5, 9, 302, 306 observation, 222–224 interaction, 4–5, 9, 306, 309 separating from product team, interplay of technology and psychology in, 6–8 238–239 knowledge in the world and the Design team, 35 head and, 76–77 legacy problem, 127, 266, 274 multidisciplinary, 34–36, management of process, 34–35 238–239, 242–243 memory-lapse mistakes and, 185–186 needs of other groups in product moral obligations of, 291–293 process, 241–242 multidisciplinary approach to, 34–36, 238–239, 242–243 Design thinking, 219, 293–298 problem identification and, double-diamond diverge- 217–220 converge model of design, providing meaningful structure 219, 220–221 in, 100 See also Human-centered design reflection and, 53–54 (HCD) rule-based mistakes and, 182–183, 184 Destination-control elevators, security and, 90–91, 255–257 146–149 success of, 293–294 superfluous features in, 291–293 Detection of error, 194–198 theory vs. practice in, 236–239 Development cycle, 260, 268–279 Device-centered controls, 140 Different (Moon), 262–263 Digital cameras, 272, 274 Digital picture frame, 272 Digital time, 252–254 Digital watch, 27–28, 33 Discoverability, 72, 298 affordances, 10–13, 19–20 conceptual models, 25–31 constraints, 10 Index 335

Discoverability (Continued) Early adopters, 271 design and, 3–4 Edison, Thomas, 270 feedback, 23–25 Electrical standards, 249 gesture-controlled devices and, e-Books (Electronic books), 16, 143, 115–116 mappings, 20–23 286, 288–290, 319 signifiers, 13–20 Electronic games, 282 Electronic reminders, 109 Discrimination, rules for, 80–82 Elevators, destination-control, Displays, 68 146–149 description-similarity slips and, Emotion, xiii, xv, 5, 47–56, 293–295, 175 310 mapping and design, 21 behavioral level, 50–56 metaphor and interaction with, cognition and, 47–50, 53–55 positive and negative, 10, 38, 49, 120–122 smart, 121, 265–266 63–64 touch-sensitive, 21, 140, 268–269 reflective level, 50, 53–56 Distributed cognition, 287–288 visceral level, 50–51, 53–56 Do-goals, 233 Emotional Design (Norman), 49, 54 Doors Engineers affordances and, 3,13–16, 18, 69, as designers, 6–8, 10 132–135, 145 as users of design team output, designing for security, 255 handles/hardware, 18, 133–134, 241–242 Environment, attributing failure/ 145 panic bars, 60, 133 error to, 61–62, 63, 168 poor design of, 1–3 Environmental cue, as reminder, 109 signifiers and, 14–16, 18, 132–135 Epic poems, memory for, 82–85 sliding, 16 Error, 66–68, 162–216 Double-diamond diverge-converge automation and, 213–214 model of design, 219, 220–221 checklist to reduce, 189–191 Drill, goal of buying, 43–44 classification as slips or Driver’s safety device, 142–143 Driving mistakes, 170 defined, 170–171 cell phone use while, 200 deliberate violations and, conventions of, 131–132 left-side vs. right-side, 122 169–170 as rule-based behavior, 181 design and, 162–163, 198–211, stages of action in, 40–41 sterile periods during, 200–201 215–216 while drunk, 211 design to prevent or lessen cost See also Automobiles du Maurier, George, 270–271 of, 67–68, 198–210, 202–205 Durable goods, 291 detecting, 194–198 Duryea, 274, 280 reasons for, 163–169 Dvorak, August, 278 reporting, 191–194 Dvorak keyboard, 278 resilience engineering and, 336 Index 211–213 social and institutional pressures and, 186–191 See also Mistakes; Slips

Error messages, 203–205 characteristics of effective, 23–24 Ethnography, 222–224 communicating progress, 60 Evaluation, 38–40, 216 faucet design and, 153 prioritizing, 25 action cycle and stages of, 40–44 reducing error and, 216 Event-driven behavior, 42, 43 Feedforward, 71–72, 216 Everyday practice, scientific theory Filing cabinet, Gulfs of Evaluation vs., 104–105 and Execution and, 37–39 Execution, 38–40, 216 Financial institutions, mistake action cycle and stages of, 40–44 outcomes, 198 feedforward information and, Financial transactions, sensibility 71–72 checks and, 206 Expectations Fingerworks, 269–270 Fire exit lockout, 144 behavioral cognition and, 52 Fire extinguisher pins, 144 emotions and, 52–53 Fischhoff, Baruch, 197 Experience design, 4–5, 9, 302, 307 “Five Whys” analysis, 165–169, 219 Experts Flexibility, designing to design and, 6 Jidoka and, 192 accommodate, 246–247 slips and, 7, 173, 199 Flow state, 55–56 unconscious action and, 47, Forcing functions, 141–142, 143 100–101, 173, 180, 216 deliberate disabling of, 145 Eyewitness testimony, 97 interlocks, 142–143 lock-ins, 143–144 Fahrenheit scale, conversion lockouts, 144–145 between Celsius scale and, memory-lapse slips and, 101–102 176–177 Failure reducing error and, 216 attributing reason for, 61–62 Ford, Henry, 292 Foresight ≠ hindsight, 197, 315 “fail frequently, fail fast,” 229 Frames, 129 learned helplessness and, 62–63 Freud, Sigmund, 173 learning from, 64, 229 F-22 airplane accidents, 164–166 positive psychology and, 63–65 self-blame and, 65–71, 113, Games, 256 162–169 Gated product development Farber, Sam, 244–245 methods, 234, 235 Faucet design, 115–116, 150–155 General Electric, 30 Featuritis, xvii, 258, 261–265 Generalizations, forming, 57 Federal Aviation Authority (FAA), Gestalt psychology, 12, 22 Gestural keyboards, 278 193–194, 200 Gesture-controlled faucets, soap Federal Communications dispensers and hand dryers, Commission (FCC), 250, 251 115–116 Feedback, 10, 23–25, 298 Gibson, J. J., 12 Gibsonian psychology, 12 as aid in design, 71–72 behavioral states and, 52 Index 337 to bridge Gulf of Evaluation, 39, 40

Gimli Glider Air Canada 767 activity-centered design vs., accident, 172, 314 231–234 Global Positioning System (GPS), design thinking and, 219 214, 281 idea generation (ideation) in, Goal 222, 226–227 be-goal, do-goal, and motor- incremental innovation and, 281 goal, 233 iteration, 229–230, 234–236 comparing outcome with, 41 iterative design vs. linear stages, conscious vs. unconscious, 42 stages of execution, 41, 42–43 234–236 observation/design research Goal-driven behavior, 42–43, 44 Goffman, Erving, 129 and, 222–226 Google, 90 in practice, 236–239 Gore, Al, 290 prototyping in, 222, 227–228 GPS. See Global Positioning System role of, 9–10 spiral method, 222. See also (GPS) Graphical user interface, 100 Iteration Greetings, cultural conventions testing in, 222, 228–229 Human error, See Error regarding, 130–131 Human-machine interaction, 6, Gulf of Evaluation, 38–40, 216 Gulf of Execution, 38–40, 216 185, 215 Hutchins, Edwin, 287 Hand dryers, gesture-controlled, HyperCard, 289 115–116 Idea generation (ideation), 222, Handed-up technology, 297 226–227 Haptics, 95 Hassenzahl, Marc, 233 Identity theft, 90 HCD. See Human-centered design IDEO, 64, 229, 303, 307 “fail frequently, fail fast,” 229 (HCD) “if only” statements, accidents and, Hersman, Deborah, 210 High-definition television (HDTV), 209 Iliad (Homer), 84 250–252, 272 Implanted devices, 284 Highway signs, misinterpreting, Implicit knowledge, 236 Inclusive design, 243–247 196–197 Incremental innovation, 279–281 Hill climbing, 281 Individual Hindsight, as focus of design, 231, 233 explanations given in, 183, technology and empowerment 197–198, 315 of, 295–297 foresight ≠ to, 197, 315 Industrial design, 4–5, 9 Hollnagel, Erik, 212 Industrial Design Society of Homer’s Odyssey and Iliad, 84 Household appliances, 240–241, America (IDSA), 5 Industrial settings, natural 292 Human-centered design (HCD), mapping and, 117 Information pickup, 12 8–10, 137, 219–220, 221–236 338 Index

Innovation, xvii, 43, 374, 279–282, Knowledge-based behavior, 179, 397, 317 180 radical and incremental, Knowledge-based mistakes, 279–282, 319 171–172, 184–185 Inside-out display, 121–122 Knowledge in the head, 74–75, InstaLoad battery contacts 105–109, 123 (Microsoft), 126, 127, 313 behavior and, 75–77, 79–85 Institutional pressure, accidents memory as, 86–91 in multiple heads, multiple and, 186–191 Instruction manuals, see manuals devices, 111–113 Interaction, principles of, xii–319 prospective memory and, Interlocks, 142–143 Interpret, in action cycle, 41 107–109 Interruptions, as source of error, remembering air-traffic control 163, 176, 199–200 instructions and, 105–107 iPod, 233 tradeoff with knowledge in the Iteration in design, 222, 229–230, world, 109–111 234–236. See also Repetitive Knowledge in the world, 74–75, cycles 77–79, 123 Jidoka, 192 behavior and, 75–79 Joysticks, 21 Lego motorcycle construction Junghans Mega 1000 digital watch, and, 123–125 27–28 operating technology and, 216 tradeoff with knowledge in the KAIST, wall at, 18 Kasparov, Gary, 287 head, 109–111 Kelly, David, 229 See also Constraints Key Kuhn Rikon, 244 automobile, 141–142 Law, cultural convention codified physical constraints and design into, 131 of, 127–128 “Law of Product Development,” Keyboard, evolution of, 264–267, xvii, 237–239, 261 274–279, 318–319. See also Learned helplessness, 62–63 QWERTY Learned skills, 51–53 Key logger, 91 Learning Kiss nightclub fire, 181 Kitchen organization, 247 changes in convention and new, KLM Boeing 747 crash, 186–187 149–150 Knobs, 13, 177 Knowledge conscious thinking and, 45–46, arbitrary, 98–100 100–101 declarative, 78 procedural, 78–79 failure and, 64 retrieval of, 97–98 knowledge in the environment and, 78 rote, 98 Legacy problem, 127, 266, 274 Lego motorcycle, 123–125, 129, 130, 262, 263 Index 339

Leveson, Nancy, 212 Market research, design research Levitt, Theodore, 43–44 vs., 224–226 Life cycle, product, 294 Light, stages of turning on, 40, 42 McAfee, Andrew, 287 Light controls, activity-centered, Meaning, semantic constraints and, 140–141 129–130 Light, as feedback, 23–24 Meaningful things, memory for, Light switches, mapping and, 98–100 20–21, 135–140 Medicine Linear stages of design, 234–236 Living with Complexity (Norman), checklists in, 190–191 electronic records, 95 14, 247 errors in, 198, 200, 206 Lizard brain, 50–51 interruptions in, 200 Location-based reminders, 109 safety reporting system, 194 Lock-ins, 143–144 Memory Lockouts, 144–145 acoustical, 94 Locks, physical constraints and approximate methods and, design of, 127–128 100–105 Logical constraints, 124–125, 130 for arbitrary things, 98–100 Long-term memory (LTM), 47, 95–98 constraints and, 82–85 Lord, Albert Bates, 83–84 declarative, 47, 97 distortions/falsification in, 96 Machine-people interaction, 68, knowledge in the head and, 185, 215 86–91, 105–109 Machine-readable codes, 207 long-term, 47, 95–98 Machines, characteristics of, 5–6 for meaningful things, 98–100 Management, role in design, 34–35 in multiple heads, multiple Management review, 234, 235 Manuals, 3–4, 26, 27, 29, 180, 185, devices, 111–113 procedural, 47, 96–97 294 prospective, 107–109 system image and, 31 reflective, 53–54 Manufacturing, product success retrieval, 45–47 short-term (working), 92–95 and, 294 structure of, 91–105 Mapping, 10, 20–23, 72, 298 transactive, 111–112 use of mnemonics, 88, 93–94, 99 bridging Gulf of Execution and, See also Knowledge in the head 40 Memory-lapse mistakes, 171, 172, culture and, 118–122 185–186, 195, 199–200 faucet design and, 151, 154 Memory-lapse slips, 171, 173, levels of, 115 minimizing chance of 176–177, 195, 199–200 Mental arithmetic, 103–104 inappropriate actions using, 67 Mental models, 26, 31. Conceptual natural (see Natural mapping) Market analytics, 224–225 models Marketing Mercedes-Benz, 22, 279 effect on design, 277–278 Metaphor, design and choice of, product success and, 294 120–122 340 Index

Metric measurement, 149, 253, Multitouch displays, 269, 270 254 Music, technological change and, 283 accidents resulting from Names conversion, 172, 314 identifying people by, 89–90 memory for, 98 Microsoft flexible date and time formats, Narrative, conceptual models as 70–71 form of, 57–59 InstaLoad battery contacts, 126, 127, 313 National Academy of Engineering, 286 Microwave ovens, interlocks and, 142 National Aeronautics and Space Administration (NASA), Mistakes, 170–173 193–194 classification of, 179–186 confirmation messages and, National Highway and Traffic 204–205 Safety Administration detecting, 194, 195 (NHTSA), 157, 159–160 explaining away, 195–196 knowledge-based, 171–172, National Institute of Health (NIH), 184–185 278 memory-lapse, 171, 172, 185–186, 195 National Transportation Safety rule-based, 171, 180–184 Board (NTSB), 135, 188–189, See also Error; Slips 198, 210 Mitsubishi, 269 Natural mapping, 22, 113–118. See Mnemonics, 88, 93–94, 99 also Mapping Mode error slips, 174, 177–179, culture and, 118–122 207 gesture-controlled devices and, Models 115–116 approximate, 100–105 in industrial settings, 117 See also Conceptual models as knowledge in the world, 79 Modes, 177–178 light switches and, 137–140 Moon, Youngme, 262–263 reducing error and, 216 Moral obligations of design, spatial cues and, 115 stove controls and, 113–115, 291–293 Motorcycle 116–117, 118 tradeoffs, 117–118 Lego, 123–125, 129, 130, 262, Negative emotional state, 49 263 Nest thermostat, 68–69 Nickerson, Ray, 74 steering system, 102–103 Nielsen, Jakob, 229 turn signal switch, 99–100 Nielsen Norman group, 303, 317 Motor-goal, 233 Nissan, 158 Motor system, visceral response Nonstandard clock, 249, 250 Norman, Don 92 and, 50–51 “Norman doors,” 1–3 Multidisciplinary approach to Norman’s law of product design, 34–36, 238–239, development, xvii, 237–239, 242–243 261, 309 310 Multitasking, error and, 200 Index 341

Norms, cultural, 130–132 Planned obsolescence, 291–292 Novices, mistakes and, 173, 199 Plato, 286 NTSB. See National Transportation Poetry, constraints of, 82–85 Poka-yoke, 193 Safety Board (NTSB) Porsche, 158 Nuclear power plant accident, 7, Positive psychology, 63–65 Precision, knowledge and, 76, 201 79–82 Observation, in human-centered Predictive typing, 266 design, 222–226 Price, design and competition/ Odyssey (Homer), 84 focus on, 241, 259, 260, 264 Office copiers, design constraint Problem identification in design, for, 241 217–220 Our Choice (Gore), 290 double-diamond diverge- Outside-in display, 121, 122 Overlearning, 45–46 converge model of design OXO, 244–245 and, 220–221 See also Human-centered design Paller, Ken, 96 (HCD) Palo Alto Research Center (PARC), Problem solving, reflective, 46–47 Procedural knowledge, 78–79 227, 317 Procedural memory, 47, 96–97 Panic bars, 60, 133 Product development Paris Métro doors, 134–135 competitive forces in, 259–264 Passwords, remembering, 86–89, cycle of, 268–279 Don Norman’s law of, 237–239 91, 312 managing, 235–236 Patents, 238 multidisciplinary needs, 34–36, Pedestrians, and electric cars, 238–239, 241–243 process of, 221–230, 234–236 157–161 prototyping, 227–228 Penny, knowledge in the head and technology and, 258, 264–268 timing of innovation, 271–272 in the world and, 74–75, 77 Product manager, 230 People with special needs, Products development cycle, 260, 268–279 designing for, 243–247 failure of new products, 272, 274 Perceive, as stage of evaluation, 41 life cycle of, 294 Perceived affordances, 13, 18, 19, stage gate methods, 234, 235 success of, 293–294 145. See also Signifiers Prospective memory, 107–109 Perform, as stage of execution, 41 Prototyping, 222, 227–228, 235 Personality, attributing failure to, Psychology, 27–73. See also Cognition 61–62 causal relations (blame), 59–65 Physical anthropometry, 243 cognition and emotion, 49–55. Physical constraints, 124–128 See also Cognition; Emotion battery design and, 125–127 forcing functions, 141–142, 143 as knowledge in the world, 79 locks and keys and, 127–128 Pilots, remembering air-traffic control instructions, 105–107 Plan, as stage of execution, 41 342 Index

falsely blaming self, 65–71 Rehearsal of material, 96, 100–101 fundamental design principles Reminders, 108–109 Reminding, strategies for, 106, and, 71–73 Gibsonian, 12 107–109, 110 Gulfs of Evaluation and Remington typewriter, 275, 276, 277 Remote controller, cultural effect Execution, 38–40 human thought, 44–49 on design of, 118, 119 interplay with technology, 6–8 Repetitive cycles of design, see people as storytellers, 56–59 positive, 63–65 spiral design stages of action, 40–44, 55–56, Resilience engineering, 211–213 Retention, memory and, 94 71–73, 172–173 Retrieval, memory and, 97–98 The Psychology of Everyday Things Retrospective decision making, 183 Reversing action, see Undo (POET), xi, 283, 299–304 Rhyming, constraints of, 83 Punch (magazine), 270 Root cause analysis, 42, 43–44, Purchasers 164–165 designing for, 241 Rote learning, 98 users vs., 117–118 Royal Majesty cruise ship, 214 See also Customers Rubin, David, 83 Purchasing process, usability and, Rule-based behavior, 179, 180 Rule-based mistakes, 171, 180–184 117–118 Rules, deliberate violation of, Quality, focus on customer and, 169–170 264 Safety. See also Accidents; Error Questioning, 46, 117, 226–227, 229, checklists, 189–191 230, 264, 286, 295, 310 electric vehicles, and 157–161 forcing functions, 142–145 QWERTY keyboard, 254, 266, interlocks, 142–143 275–278, 318, 319. See also lock-ins, 143–144 Keyboard lockouts and, 144–145 management, 209–210, 212–213 Radiation doses, sensibility checks NASA’s safety reporting system, and, 206 193–194 resilience engineering, 211–213 Radical innovation, 279–280, social and institutional pressures 281–282 and, 186–189 sterile periods and, 200 Rasmussen, Jens, 179 Swiss cheese metaphor, 208–210 Reading vs. listening, 267 warning signals, 201 Reason, James, 164, 170, 208 Recycling, 294 Sayeki, Yutaka, 99–100, 102–103, Reflection, 45 105 design and, 53–54 Schank, Roger, 128–129 relation to visceral and Schedules, product development, behavioral response, 54–55 237, 240 stages of action and, 55–56 Reflective problem solving, 46–47 Index 343 Refrigerator temperature controls, conceptual model and, 28–31

Scheier, Michael, 233 Sleep deprivation, error and, 210, Schindler elevators, 147 211 Scripts, 129 Scrum method of product Sliding doors, 16 Slips, 170–171, 172–173 development, 234 Security action, 171, 173, 174, 194 capture, 174, 208 design and, 90–91, 255–257 classification of, 173–179 identity theft and, 90 confirmation messages and, passwords as means of ensuring, 204–205 86–89, 91 description-similarity, 174, 175 Semantic constraints, 124–125, memory-lapse, 171, 173, 129–130 176–177, 195 Sensibility checks, 199, 205–206 minimizing, 206–208 Shingo, Shigeo, 193 mode error, 174, 177–179 Sholes, Christopher Latham See also Error; Mistakes Smart displays/screens, 121, typewriter, 275–276. See also QWERTY 265–266. See also Touch– sensitive displays/screens Short-term memory (STM), 92–95, Smart phones, 265 102 Soap dispensers, gesture- controlled, 115–116 Shower controls, design of, 73 Social interaction, 283–284, 298 Signifiers, xv, 10, 12, 13–20, 72, 298 Social pressure, accidents and, 186–191 affordances vs., xiv–xv, 14, 18, 19 Socrates, 286 applied to everyday objects, Sound, as signifier, 155–161 for electric cars, 157–161 132–141 Sound generators, for feedback, to bridge Gulf of Execution, 40 23–24 doors and, 15, 16, 132–135 Spatial cues, natural mapping and, external, 15 115 gesture-controlled devices and Specifications, design and correct, 234–235 lack of, 115–116 Specify, as stage of execution, 41 as knowledge in the world, 79 Speech, presenting information misleading, 18–19 via, 201–202 perceived affordances and, 145 Spiral design, 222. See also Iteration poka-yoke technique and, 193 in design as reminders, 108–109 Stage gate method of product sound as, 155–161 development, 234–235 on touch screen, 21 Stages of action, 40–44 Signs, 15, 18, 19 Stairways of public buildings, Silence, problems with, 157–161 lockouts and, 144 Simplified models, 100–105 Standardization Single-spout, single-control faucet, of faucet design, 153, 154, 155 individualization vs., 161 153–154 Sink drain, signifiers for, 17 Skeuomorphic, 159 Skill-based behavior, 179, 180, 206–207 Sleep, memory and, 95–96 344 Index

Standards Task analysis, 137 cultural, 130–132 Tasks digital time, 252–254 for electric automobile sounds, activities vs., 232–234 159–160, 161 technology and changes in, 286, establishing, 248–249 HDTV, 250–252 287–288 international, 131, 248–249 Taught helplessness, 63 necessity of, 250 Technical manuals. See Manuals Technological aids, for knowledge Startup companies, failure of, 269–270 in the head, 112–113 Technology Stein, Robert, 289 “Sterile Cockpit Configuration,” accommodating human behavior, 68–71 200 Stigler’s law, 270 adoption of, 268–269, 271, 272, Stigma problem, 244–247 274 Story, conceptual models as form dependence on, 112–113, of, 57–59 285–287 Stove controls, natural mapping design and, 257 and, 113–115, 116–117, 118 as driver of change, 267–268, Subconscious, 48, 49. See also 282, 283–285 Cognition; Conscious empowerment of individuals cognition behavioral level of processing and, 295–297 and, 51–52 enhancing human cognition, human thought as, 44–49 skilled behavior as, 206–207 112–113, 285–288 slips and, 173 handed-up, 297 Subway train doors, lack of interaction design and, 5 signifiers on, 134–135 interplay with psychology, 6–8 Susan B. Anthony coin, 79–80, meaning of, 281–282 81–82 paradox of, 32–34 Sustainability, model for, 292–293 precision and use of, 104 Swatch International Time, 254 product innovation and, 258, “Swiss cheese model of how errors lead to accidents,” 164, 264–268 208–210 radical innovation and, 281 Switches. See also Controls reminders and, 109 airplane landing gear, 135 self-blame and trouble using, 63 dead man’s, 142–143 skeuomorphic designs and, 159 description-similarity slips and, standardization and, 248–254 175 substituting for memory, 87 light, 20–21, 135–140 Telephone numbers, remembering, wireless, 139 System error, 66 45, 46 System image, 31–32 Telephones, 68, 70, 156, 264–266. See also Cell phones Telephonoscope, 270–273 Temperature controls, refrigerator, 28–31 Temperature conversions, 101–102 Tenerife disaster, 186–187 Index 345

Ten-franc coin, 79–80 touch and gesture-sensitive Testing, 222, 228–229 screens and, 264, 266 Text direction/scrolling, culture Ultra-high definition television, and choice of, 120–121 252 Thermostat Understanding, design and, 3–4 conceptual model of, 57–59, Understanding action, feedback 68–69, 181–182 and, 71–72 control of refrigerator, 28–31 Underwater (scuba) diving Things That Make Us Smart accidents, 187–188 (Norman), 112, 288 Undo, 199, 203–205 Three-dimensional television, 252 Universal design, 243–247 3-D printers, 267, 296, 297 University of Toronto, 269 Three Mile Island nuclear power Usability, 117–118, 241, 295 Use, determining how to use plant accident, 7 Tillers, 21–22 object, 38–40 Time User experience, 10, 233 Users Australian Aborigines, conception of, 120 conceptual model and, 31–32 designing for, 240–241 cultural differences in view of, difficulties using products and, 118–120 59–65 digital, 252–254 purchaser vs., 117–118 product development and, 236, See also Customers 238–239 Vacuum tubes, 281 Swatch International Time, 254 Valance, emotional, 52 Time-based reminders, 109 Vegetable peelers, design of, Time stress, as cause of error, 168 Touch-sensitive displays/screens, 244–245 Vehicular control, mapping and, 21, 140, 268–269. See also Smart displays/screens 21–22 Toyoda, Sakichi, 165 Video conferencing, 273–274 Toyota Motor Company, 165 Videophone, 270–274 Toyota Production System, 192, 193 Video recording, of test groups, Traffic conventions, 131–132 Training and licensing, 211 228–229 Transactive memory, 111–112 Visceral level of processing, 50–51, Transistor, 281 Transportation accidents, 54–56 investigation of, 186–187, Voyager Books, 289 188–189 Turn signal switches, 99–100 Walkers, design of, 245 Typewriters, 280 Walking, cell phone usage while, development of keyboard, 274–279 200 Typing Wallace, Wanda, 83 knowledge in the world and, Warning signals, design of, 201–202 77–78 Washer-dryer combination 346 Index controls, 4

Watches The Wonderful Wizard of Oz (Baum), digital, 27–28, 33–34 227 mode-error slips and, 178 technology and changes in Woods, David, 212 design of wristwatch, 32–34 Word-gesture typing systems, Waterfall method, 234–236 266 Wegner, Daniel, 112 Working memory, 92–95, 102 Wheelchair, control of, 21 Wristwatch, 32–34 Whitehead, Alfred North, 101 Writing, 104, 106, 107, 267 Wikipedia, 112, 270, 297 Wireless switches, 139 Xerox Corporation, 227 “Wizard of Oz” prototype Zeitgeist, 260 technique, 227–228 Zhai, Shumin, 266 Index 347