9780465067107

First, businesses discovered quality as a key competitive edge; next came service. Now, Donald A. Norman, former Director of the Institute for Cognitive Science at the University of California, reveals how smart design is the new competitive frontier. The Design of Everyday Things is a powerful primer on how--and why--some products satisfy customers while others only frustrate them.

Donald A. Norman is Professor of Computer Science at Northwestern University, a former “Apple Fellow,” and a partner in the Nielsen Norman Group Consulting Firm, which consults with corporations on design. He is the author of a number of books on design, including Emotional Design and the best-selling The Design of Everyday Things. He lives in Northbrook, Illinois and Palo Alto, California.

Preface to the 2002 Edition

vii

Preface

xvii

The Psychopathology of Everyday Things

1

(33)

The Psychology of Everyday Actions

34

(20)

Knowledge in the Head and in the World

54

(27)

Knowing What to Do

81

(24)

To Err Is Human

105

(36)

The Design Challenge

141

(46)

User-Centered Design

187

(32)

Notes

219

(18)

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The Design of Everyday Things

The Design of Everyday Things

0465067107

Summary

Author Biography

Table of Contents

Supplemental Materials