The Design of Everyday Things (60 page)

    
deliberate violations and,
169–170

    
design and,
162–163
,
198–211
,
215–216

    
design to prevent or lessen cost of,
67–68
,
198–210
,
202–205

    
detecting,
194–198

    
reasons for,
163–169

    
reporting,
191–194

    
resilience engineering and,
211–213

    
social and institutional pressures and,
186–191

    
See also
Mistakes
;
Slips

Error messages,
203–205

Ethnography,
222–224

Evaluation,
38–40
,
216

    
action cycle and stages of,
40–44

Event-driven behavior,
42
,
43

Everyday practice, scientific theory
vs
.,
104–105

Execution,
38–40
,
216

    
action cycle and stages of,
40–44

    
feedforward information and,
71–72

Expectations

    
behavioral cognition and,
52

    
emotions and,
52–53

Experience design,
4–5
,
9
,
302
,
307

Experts

    
design and,
6

    
Jidoka
and,
192

    
slips and,
7
,
173
,
199

    
unconscious action and,
47
,
100–101
,
173
,
180
,
216

Eyewitness testimony,
97

Fahrenheit scale, conversion between Celsius scale and,
101–102

Failure

    
attributing reason for,
61–62

“fail frequently, fail fast,”
229

    
learned helplessness and,
62–63

    
learning from,
64
,
229

    
positive psychology and,
63–65

    
self-blame and,
65–71
,
113
,
162–169

Farber, Sam,
244–245

Faucet design,
115–116
,
150–155

Featuritis,
xvii
,
258
,
261–265

Federal Aviation Authority (FAA),
193–194
,
200

Federal Communications Commission (FCC),
250
,
251

Feedback,
10
,
23–25
,
298

    
as aid in design,
71–72

    
behavioral states and,
52

    
to bridge Gulf of Evaluation,
39
,
40

    
characteristics of effective,
23–24

    
communicating progress,
60

    
faucet design and,
153

    
prioritizing,
25

    
reducing error and,
216

Feedforward,
71–72
,
216

Filing cabinet, Gulfs of Evaluation and Execution and,
37–39

Financial institutions, mistake outcomes,
198

Financial transactions, sensibility checks and,
206

Fingerworks,
269–270

Fire exit lockout,
144

Fire extinguisher pins,
144

Fischhoff, Baruch,
197

“Five Whys” analysis,
165–169
,
219

Flexibility, designing to accommodate,
246–247

Flow state,
55–56

Forcing functions,
141–142
,
143

    
deliberate disabling of,
145

    
interlocks,
142–143

    
lock-ins,
143–144

    
lockouts,
144–145

    
memory-lapse slips and,
176–177

    
reducing error and,
216

Ford, Henry,
292

Foresight ≠ hindsight,
197
,
315

Frames,
129

Freud, Sigmund,
173

F-22 airplane accidents,
164–166

Games,
256

Gated product development methods,
234
,
235

General Electric,
30

Generalizations, forming,
57

Gestalt psychology,
12
,
22

Gestural keyboards,
278

Gesture-controlled faucets, soap dispensers and hand dryers,
115–116

Gibson, J. J.,
12

Gibsonian psychology,
12

Gimli Glider Air Canada 767

    
accident,
172
,
314

Global Positioning System (GPS),
214
,
281

Goal

    
be-goal, do-goal, and motor-goal,
233

    
comparing outcome with,
41

    
conscious
vs
. unconscious,
42

    
stages of execution,
41
,
42–43

Goal-driven behavior,
42–43
,
44

Goffman, Erving,
129

Google,
90

Gore, Al,
290

GPS.
See
Global Positioning System (GPS)

Graphical user interface,
100

Greetings, cultural conventions regarding,
130–131

Gulf of Evaluation,
38–40
,
216

Gulf of Execution,
38–40
,
216

Hand dryers, gesture-controlled,
115–116

Handed-up technology,
297

Haptics,
95

Hassenzahl, Marc,
233

HCD.
See
Human-centered design (HCD)

Hersman, Deborah,
210

High-definition television (HDTV),
250–252
,
272

Highway signs, misinterpreting,
196–197

Hill climbing,
281

Hindsight,

    
explanations given in,
183
,
197–198
,
315

    
foresight ≠ to,
197
,
315

Hollnagel, Erik,
212

Homer's
Odyssey
and
Iliad
,
84

Household appliances,
240–241
,
292

Human-centered design (HCD),
8–10
,
137
,
219–220
,
221–236

    
activity-centered design
vs
.,
231–234

    
design thinking and,
219

    
idea generation (ideation) in,
222
,
226–227

    
incremental innovation and,
281

    
iteration,
229–230
,
234–236

    
iterative design
vs
. linear stages,
234–236

    
observation/design research and,
222–226

    
in practice,
236–239

    
prototyping in,
222
,
227–228

    
role of,
9–10

    
spiral method,
222
.
See also
Iteration

    
testing in,
222
,
228–229

Human error,
See
Error

Human-machine interaction,
6
,
185
,
215

Hutchins, Edwin,
287

HyperCard,
289

Idea generation (ideation),
222
,
226–227

Identity theft,
90

IDEO,
64
,
229
,
303
,
307

“fail frequently, fail fast,”
229

“if only” statements, accidents and,
209

Iliad
(Homer),
84

Implanted devices,
284

Implicit knowledge,
236

Inclusive design,
243–247

Incremental innovation,
279–281

Individual

    
as focus of design,
231
,
233

    
technology and empowerment of,
295–297

Industrial design,
4–5
,
9

Industrial Design Society of America (IDSA),
5

Industrial settings, natural mapping and,
117

Information pickup,
12

Innovation,
xvii
,
43
, 374,
279–282
, 397,
317

    
radical and incremental,
279–282
,
319

Inside-out display,
121–122

InstaLoad battery contacts (Microsoft),
126
,
127
,
313

Institutional pressure, accidents and,
186–191

Instruction manuals,
see
manuals

Interaction, principles of,
xii–319

Interlocks,
142–143

Interpret, in action cycle,
41

Interruptions, as source of error,
163
,
176
,
199–200

    
iPod,
233

Iteration in design,
222
,
229–230
,
234–236
.
See also
Repetitive cycles

Jidoka
,
192

Joysticks,
21

Junghans Mega 1000 digital watch,
27–28

KAIST, wall at,
18

Kasparov, Gary,
287

Kelly, David,
229

Key

    
automobile,
141–142

    
physical constraints and design of,
127–128

Keyboard, evolution of,
264–267
,
274–279
,
318–319
.
See also
QWERTY

Key logger,
91

Kiss nightclub fire,
181

Kitchen organization,
247

KLM Boeing 747 crash,
186–187

Knobs,
13
,
177

Knowledge

    
arbitrary,
98–100

    
declarative,
78

    
procedural,
78–79

    
retrieval of,
97–98

Knowledge-based behavior,
179
,
180

Knowledge-based mistakes,
171–172
,
184–185