The Design of Everyday Things, Revised and Expanded Edition

New York: Basic Books
London: MIT Press (UK edition).

Preface

Psychopathology of Everyday Things
- The Complexity of Modern Devices
- Human-Centered Design
- Fundamental Principles of Interaction
  - Affordances
  - Signifiers
  - Affordances, Perceived Affordances, and Signifiers
  - Affordances and Signifiers: A Conversation
  - Mapping
  - Feedback
  - Conceptual Models
- The System Image
- The Paradox of Technology
- The Design Challenge

The Psychology of Everyday Actions
- How People Do Things: the Gulfs of Execution and Evaluation
- The Seven Stages of Action
- Human Thought: Mostly Subconscious
- Human Cognition and Emotion
  - The Visceral Level
  - The Behavioral Level
  - The Reflective Level
  - Design Must Take place at All levels: Visceral, Behavioral, and Reflective
- The Seven Stages of Action and the Three Levels of Processing
- People As Explanatory Creatures
- Blaming the Wrong Things
  - Learned Helplessness
  - Positive Psychology
- Falsely Blaming Yourself
- How Technology Can Accommodate Human Behavior
- Providing a Conceptual Model for a Home Thermostat
- Entering Dates, Times and Telephone Numbers
- The Seven Stages Of Action: Seven Fundamental Design Principles

Knowledge in the Head and in the World
- Precise Behavior From Imprecise Knowledge
  - Knowledge Is In The World
  - When Precision Is Unexpectedly Required
  - Constraints Simplify Memory
- Memory Is Knowledge In The Head
- The Structure of Memory
  - Short-Term or Working Memory
  - Long-Term Memory
  - Memory for Arbitrary and Meaningful Things
- Approximate Models: Memory in the Real World
  - Example 1: Converting Temperatures between Fahrenheit and Celsius
  - Example 2: A Model of Short-Term Memory
  - Example 3: Steering a Motorcycle
  - Example 4: "Good Enough" Arithmetic
  - Scientific Theory Versus Everyday Practice
- Combining Knowledge in the World With Knowledge in the Head
  - How Pilots Remember What Air Traffic Control Tells Them
  - Reminding: Prospective Memory
- The Tradeoff between Knowledge In The World and in the Head
- Memory in Multiple Heads, Multiple Devices
- Natural Mapping
- Culture and Design: Natural Mappings Can Vary With Culture

Knowing What to Do: Constraints, Discoverability, and Feedback
- Four Kinds of Constraints: Physical, Cultural, Semantic, and Logical
  - Physical Constraints
  - Cultural Constraints
  - Semantic Constraints
  - Logical Constraints
  - Cultural Norms, Conventions, and Standards
- Applying Affordances, Signifiers, and Constraints to Everyday Objects
  - The Problem with Doors
  - The Problem with Switches
  - Activity-Centered Controls
- Constraints That Force the Desired Behavior
  - Forcing Functions
  - Interlocks
  - Lock-ins
  - Lock-outs
- Conventions, Constraints, and Affordances
  - Conventions Are Cultural Constraints
  - When Conventions Change: The Case of Destination Control Elevators
  - Peoples' Responses to Changes in Conventions
- The Faucet: A Case History of Design
- Using Sound as Signifiers
  - When Silence Kills

Human Error? No, Bad Design
- Understanding Why There Is Error
  - Root Cause Analysis
  - Root Cause Analysis: The Five Whys
- Deliberate Violations
- Two Types of Errors: Slips and Mistakes
  - Definitions: Errors, Slips, and Mistakes
  - Slips
  - Mistakes
  - Error and the Seven Stages of Action
- The Classification of Slips
  - Capture Slips
  - Description-Similarity Slips
  - Memory Lapse Slips
  - Mode Error Slips
- The Classification of Mistakes
  - Rule-Based Mistakes
  - Knowledge-Based Mistakes
  - Memory-Lapse Mistakes
- Social and Institutional Pressures
- Reporting Error
  - Case Study: Jidoka -- How Toyota Handles Error
  - Poka Yoke: Error Proofing
  - NASA's Aviation Safety Reporting System
- Detecting Errors
  - Explaining Away Mistakes
  - The Case of the Wrong Turn on a Highway
  - In Hindsight, Events Seem Logical, even if Beforehand they Were Not Predicted
- Designing for Error
  - Design Lessons from the Study of Errors
  - Adding Constraints to Block Errors
  - Undo
  - Confirmation and Error Messages
    - A slip leads me to close the wrong window
    - A mistake leads me to close the wrong window
  - Sensibility Checks
  - Minimizing slips
  - The Swiss Cheese Model of How Errors Lead to Accidents
- When Good Design Isn't Enough
  - When People Really Are at Fault
- Resilience Engineering
- The Paradox of Automation
- Design Principles for Dealing with Error

Design Thinking
- Solving the Correct Problem
- The Double Diamond Model of Design
- The Human-Centered Design Process
  - Observation
    - Design Research versus Market Research
  - Idea Generation
  - Prototyping
  - Testing
  - Iteration
  - Activity-Centered versus Human-Centered Design
    - On the Differences between Tasks and Activities
  - Iterative Design versus Linear Stages
- What I Just Told You? It Doesn't Really Work That Way
  - Norman's Theorem of Product Development
- The Design Challenge
  - Products Have Multiple, Conflicting Requirements
  - Designing for Special People
  - The Stigma Problem
- Complexity Is Good; It Is Confusion That Is Bad
- Standardization and Technology
  - Establishing Standards
  - Why Standards Are Necessary: A Simple Illustration
  - A Standard That Took So Long, Technology Overran It
  - A Standard That Never Caught On: Digital Time
- Deliberately Making Things Difficult
- Design: Developing Technology for People

Design in the World of Business
- Competitive Forces
  - Featuritis: A Deadly Temptation
- New Technologies Force Change
- How Long Does It Take to Introduce a New Product?
  - Video Phone: Conceived in 1879 - Still Not Here
  - The Long Process of Development of the Typewriter Keyboard
- Two Forms of Innovation: Incremental and Radical
  - Incremental Innovation
  - Radical Innovation
- The Design of Everyday Things: 1988 - 2038
  - As Technologies Change Will People Stay the Same?
  - Things That Make Us Smart
- The Future of Books
- The Moral Obligations of Design
  - Needless Features, Needless Models. Good for Business, Bad for the Environment
- Final Thoughts
  - The Rise of the Small
  - As the World Changes, What Stays the Same?

Don Norman: Designing For People