Preface to the Revised Edition xi
1 The Psychopathology of Everyday Things 1
The Complexity of Modern Devices, 4
Human-Centered Design, 8
Fundamental Principles of Interaction, 10
The System Image, 31
The Paradox of Technology, 32
The Design Challenge, 34
2 The Psychology of Everyday Actions 37
How People Do Things: The Gulfs of Execution
and Evaluation, 38 The Seven Stages of Action, 40
Human Thought: Mostly Subconscious, 44
Human Cognition and Emotion, 49
The Seven Stages of Action and the
Three Levels of Processing, 55
People as Storytellers, 56
Blaming the Wrong Things, 59
Falsely Blaming Yourself, 65
The Seven Stages of Action:
Seven Fundamental Design Principles, 71
Knowledge in the Head and in the World 74
Precise Behavior from Imprecise Knowledge, 75
Memory Is Knowledge in the Head, 86
The Structure of Memory, 91
Approximate Models: Memory in the
Real World, 100 Knowledge in the Head, 105
The Tradeoff Between Knowledge in the World
and in the Head, 109
Memory in Multiple Heads, Multiple Devices, 111
Natural Mapping, 113
Culture and Design: Natural Mappings Can
Vary with Culture, 118
Knowing What to Do: Constraints, 123
Discoverability, and Feedback
Four Kinds of Constraints: Physical, Cultural,
Semantic, and Logical, 125
Applying Affordances, Signifiers, and
Constraints to Everyday Objects, 132
Constraints That Force the Desired Behavior, 141
Conventions, Constraints, and Affordances, 145
The Faucet: A Case History of Design, 150
Using Sound as Signifiers, 155
Human Error? No, Bad Design 162
Understanding Why There Is Error, 163
Deliberate Violations, 169
Two Types of Errors: Slips and Mistakes, 170
The Classification of Slips, 173
The Classification of Mistakes, 179
Social and Institutional Pressures, 186
Reporting Error, 191
Detecting Error, 194
Designing for Error, 198
When Good Design Isn't Enough, 210
Resilience Engineering, 211
The Paradox of Automation, 213
Design Principles for Dealing with Error, 215
Design Thinking 217
Solving the Correct Problem, 218
The Double-Diamond Model of Design, 220
The Human-Centered Design Process, 221
What I Just Told You? It Doesn't Really Work
That Way, 236 The Design Challenge, 239
Complexity Is Good; It Is Confusion
That Is Bad, 247
Standardization and Technology, 248
Deliberately Making Things Difficult, 255
Design: Developing Technology for People, 257
Design in the World of Business 258
Competitive Forces, 259
New Technologies Force Change, 264
How Long Does It Take to Introduce a
New Product?, 268 Two Forms of Innovation: Incremental
and Radical, 279
The Design of Everyday Things: 1988-2038, 282
The Future of Books, 288
The Moral Obligations of Design, 291
Design Thinking and Thinking About Design, 293
Acknowledgments 299
General Readings and Notes 305
References 321
Index 331