A good conceptual model allows us to predict the effects of our actions. Without a good model we operate by rote, blindly; we do operations as we were told to do them; we can't fully appreciate why, what effects to expect, or what to do if things go wrong. As long as things work properly, we can manage. When things go wrong, however, or when we come upon a novel situation, then we need a deeper understanding, a good model.
For everyday things, conceptual models need not be very complex. After all, scissors, pens, and light switches are pretty simple devices. There is no need to understand the underlying physics or chemistry of each device we own, simply the relationship between the controls and the outcomes. When the model presented to us is inadequate or wrong (or, worse, nonexistent), we can have difficulties. Let me tell you about my refrigerator.
(anecdote about refrigerator)
I found this passage interesting because I was very surprised that the designers of the refrigerator would include a picture of how it works that was completely wrong. It was wrong of the company to include this picture because it made the refrigerator look as though it was of higher quality (having two cooling units instead of just one) than it really was. It also would make it very hard for someone using those instructions to try to fix the refrigerator. Also over the summer I had a similar experience while using an air pump that was meant to be used on both bikes and soccer/basket balls that did not work like it looked it should. The pump for the bike side worked fine. When it came to change to the part to blow up the ball, it looked as though turning a knob would allow air to flow out of the other side, however it did not. Eventually I figured out that the needle had to be pulled out (using pliers) and attached to the same part of the pump as the where the air comes out to pump up a bike tire.
2. Norman's book continues to be influential 20 years later because it uses principles that are very well thought out and they apply to almost all products that are designed well. Even though there is more advanced technology now, the same basic concepts are still needed to make a product that is functional and easy to use.
3. -It is easily visible to see how the product works
-It has appropriate clues or labels
-The product has been tested by people who did not help design the product
-The instructions or diagrams are representative of how the product was actually made
-are there minimal buttons on the product, but enough so that it is not complicated to use (all buttons have an important purpose)
-buttons are placed in logical spots for easy use
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