The Design of Everyday Things (61 page)

Knowledge in the head,
74–75
,
105–109
,
123

    
behavior and,
75–77
,
79–85

    
memory as,
86–91

    
in multiple heads, multiple devices,
111–113

    
prospective memory and,
107–109

    
remembering air-traffic control instructions and,
105–107

    
tradeoff with knowledge in the world,
109–111

Knowledge in the world,
74–75
,
77–79
,
123

    
behavior and,
75–79

    
Lego motorcycle construction and,
123–125

    
operating technology and,
216

    
tradeoff with knowledge in the head,
109–111

    
See also
Constraints

Kuhn Rikon,
244

Law, cultural convention codified into,
131

“Law of Product Development,”
xvii
,
237–239
,
261

Learned helplessness,
62–63

Learned skills,
51–53

Learning

    
changes in convention and new,
149–150

    
conscious thinking and,
45–46
,
100–101

    
failure and,
64

    
knowledge in the environment and,
78

    
rote,
98

Legacy problem,
127
,
266
,
274

Lego motorcycle,
123–125
,
129
,
130
,
262
,
263

Leveson, Nancy,
212

Levitt, Theodore,
43–44

Life cycle, product,
294

Light, stages of turning on,
40
,
42

Light controls, activity-centered,
140–141

Light, as feedback,
23–24

Light switches, mapping and,
20–21
,
135–140

Linear stages of design,
234–236

Living with Complexity
(Norman),
14
,
247

Lizard brain,
50–51

Location-based reminders,
109

Lock-ins,
143–144

Lockouts,
144–145

Locks, physical constraints and design of,
127–128

Logical constraints,
124–125
,
130

Long-term memory (LTM),
47
,
95–98

Lord, Albert Bates,
83–84

Machine-people interaction,
68
,
185
,
215

Machine-readable codes,
207

Machines, characteristics of,
5–6

Management, role in design,
34–35

Management review,
234
,
235

Manuals,
3–4
,
26
,
27
,
29
,
180
,
185
,
294

    
system image and,
31

Manufacturing, product success and,
294

Mapping,
10
,
20–23
,
72
,
298

    
bridging Gulf of Execution and,
40

    
culture and,
118–122

    
faucet design and,
151
,
154

    
levels of,
115

    
minimizing chance of inappropriate actions using,
67

    
natural (see
Natural mapping
)

Market analytics,
224–225

Marketing

    
effect on design,
277–278

    
product success and,
294

Market research, design research
vs
.,
224–226

McAfee, Andrew,
287

Meaning, semantic constraints and,
129–130

Meaningful things, memory for,
98–100

Medicine

    
checklists in,
190–191

    
electronic records,
95

    
errors in,
198
,
200
,
206

    
interruptions in,
200

    
safety reporting system,
194

Memory

    
acoustical,
94

    
approximate methods and,
100–105

    
for arbitrary things,
98–100

    
constraints and,
82–85

    
declarative,
47
,
97

    
distortions/falsification in,
96

    
knowledge in the head and,
86–91
,
105–109

    
long-term,
47
,
95–98

    
for meaningful things,
98–100

    
in multiple heads, multiple devices,
111–113

    
procedural,
47
,
96–97

    
prospective,
107–109

    
reflective,
53–54

    
retrieval,
45–47

    
short-term (working),
92–95

    
structure of,
91–105

    
transactive,
111–112

    
use of mnemonics,
88
,
93–94
,
99

    
See also
Knowledge in the head

Memory-lapse mistakes,
171
,
172
,
185–186
,
195
,
199–200

Memory-lapse slips,
171
,
173
,
176–177
,
195
,
199–200

Mental arithmetic,
103–104

Mental models,
26
,
31
.
C
onceptual models

Mercedes-Benz,
22
,
279

Metaphor, design and choice of,
120–122

Metric measurement,
149
,
253
,
254

    
accidents resulting from conversion,
172
,
314

Microsoft

    
flexible date and time formats,
70–71

    
InstaLoad battery contacts,
126
,
127
,
313

Microwave ovens, interlocks and,
142

Mistakes,
170–173

    
classification of,
179–186

    
confirmation messages and,
204–205

    
detecting,
194
,
195

    
explaining away,
195–196

    
knowledge-based,
171–172
,
184–185

    
memory-lapse,
171
,
172
,
185–186
,
195

    
rule-based,
171
,
180–184

    
See also
Error
;
Slips

Mitsubishi,
269

Mnemonics,
88
,
93–94
,
99

Mode error slips,
174
,
177–179
,
207

Models

    
approximate,
100–105

See also
Conceptual models

Modes,
177–178

Moon, Youngme,
262–263

Moral obligations of design,
291–293

Motorcycle

    
Lego,
123–125
,
129
,
130
,
262
,
263

    
steering system,
102–103

    
turn signal switch,
99–100

Motor-goal,
233

Motor system, visceral response and,
50–51

Multidisciplinary approach to design,
34–36
,
238–239
,
242–243

Multitasking, error and,
200

Multitouch displays,
269
,
270

Music, technological change and,
283

Names

    
identifying people by,
89–90

    
memory for,
98

Narrative, conceptual models as form of,
57–59

National Academy of Engineering,
286

National Aeronautics and Space Administration (NASA),
193–194

National Highway and Traffic Safety Administration (NHTSA),
157
,
159–160

National Institute of Health (NIH),
278

National Transportation Safety Board (NTSB),
135
,
188–189
,
198
,
210

Natural mapping,
22
,
113–118
.
See also
Mapping

    
culture and,
118–122

    
gesture-controlled devices and,
115–116

    
in industrial settings,
117

    
as knowledge in the world,
79

    
light switches and,
137–140

    
reducing error and,
216

    
spatial cues and,
115

    
stove controls and,
113–115
,
116–117
,
118

    
tradeoffs,
117–118

Negative emotional state,
49

Nest thermostat,
68–69

Nickerson, Ray,
74

Nielsen, Jakob,
229

Nielsen Norman group,
303
,
317

Nissan,
158

Nonstandard clock,
249
,
250

Norman, Don
92

“Norman doors,”
1–3

Norman's law of product development,
xvii
,
237–239
,
261
,
309
310

Norms, cultural,
130–132

Novices, mistakes and,
173
,
199

NTSB.
See
National Transportation Safety Board (NTSB)

Nuclear power plant accident,
7
,
201

Observation, in human-centered design,
222–226

Odyssey
(Homer),
84

Office copiers, design constraint for,
241

Our Choice
(Gore),
290

Outside-in display,
121
,
122

Overlearning,
45–46

OXO,
244–245

Paller, Ken,
96

Palo Alto Research Center (PARC),
227
,
317