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Imperial Library
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Index
Foreword
Part I Computer Obliteracy
Chapter 1 Riddles for the Information Age
What Do You Get When You Cross a Computer with an Airplane?
What Do You Get When You Cross a Computer with a Camera?
What Do You Get When You Cross a Computer with an Alarm Clock?
What Do You Get When You Cross a Computer with a Car?
What Do You Get When You Cross a Computer with a Bank?
Computers Make It Easy to Get into Trouble
Commercial Software Suffers, Too
What Do You Get When You Cross a Computer with a Warship?
Techno-Rage
An Industry in Denial
The Origins of This Book
Chapter 2 Cognitive Friction
Behavior Unconnected to Physical Forces
Design Is a Big Word
The Relationship Between Programmers and Designers
Most Software Is Designed by Accident
"Interaction" Versus "Interface" Design
Why Software-Based Products Are Different
The Dancing Bear
The Cost of Features
Apologists and Survivors
How We React to Cognitive Friction
The Democratization of Consumer Power
Blaming the User
Software Apartheid
Part II It Costs You Big Time
Chapter 3 Wasting Money
Deadline Management
What Does "Done" Look Like?
Parkinson's Law
The Product That Never Ships
Shipping Late Doesn't Hurt
Feature-List Bargaining
Programmers Are in Control
Features Are Not Necessarily Good
Iteration and the Myth of the Unpredictable Market
The Hidden Costs of Bad Software
The Only Thing More Expensive Than Writing Software Is Writing Bad Software
Opportunity Cost
The Cost of Prototyping
Chapter 4 The Dancing Bear
If It Were a Problem, Wouldn't It Have Been Solved by Now?
Consumer Electronics Victim
How Email Programs Fail
How Scheduling Programs Fail
How Calendar Software Fails
Mass Web Hysteria
What's Wrong with Software?
Software Forgets
Software Is Lazy
Software Is Parsimonious with Information
Software Is Inflexible
Software Blames Users
Software Won't Take Responsibility
Chapter 5 Customer Disloyalty
Desirability
A Comparison
Time to Market
Part III Eating Soup with a Fork
Chapter 6 The Inmates Are Running the Asylum
Driving from the Backseat
Hatching a Catastrophe
Computers Versus Humans
Teaching Dogs to Be Cats
Chapter 7 Homo Logicus
The Jetway Test
The Psychology of Computer Programmers
Programmers Trade Simplicity for Control
Programmers Exchange Success for Understanding
Programmers Focus on What Is Possible to the Exclusion of What Is Probable
Programmers Act Like Jocks
Chapter 8 An Obsolete Culture
The Culture of Programming
Reusing Code
The Common Culture
Programming Culture at Microsoft
Cultural Isolation
Skin in the Game
Scarcity Thinking
The Process Is Dehumanizing, Not the Technology
Part IV Interaction Design Is Good Business
Chapter 9 Designing for Pleasure
Personas
Design for Just One Person
The Roll-Aboard Suitcase and Sticky Notes
The Elastic User
Be Specific
Hypothetical
Precision, Not Accuracy
A Realistic Look at Skill Levels
Personas End Feature Debates
Both Designers and Programmers Need Personas
It's a User Persona, Not a Buyer Persona
The Cast of Characters
Primary Personas
Case Study: Sony Trans Com's P@ssport
The Conventional Solution
Personas
Designing for Clevis
Chapter 10 Designing for Power
Goals Are the Reason Why We Perform Tasks
Tasks Are Not Goals
Programmers Do Task-Directed Design
Goal-Directed Design
Goal-Directed Television News
Goal-Directed Classroom Management
Personal and Practical Goals
The Principle of Commensurate Effort
Personal Goals
Corporate Goals
Practical Goals
False Goals
Computers Are Human, Too
Designing for Politeness
What Is Polite?
What Makes Software Polite?
Polite Software Is Interested in Me
Polite Software Is Deferential to Me
Polite Software Is Forthcoming
Polite Software Has Common Sense
Polite Software Anticipates My Needs
Polite Software Is Responsive
Polite Software Is Taciturn About Its Personal Problems
Polite Software Is Well Informed
Polite Software Is Perceptive
Polite Software Is Self-Confident
Polite Software Stays Focused
Polite Software Is Fudgable
Polite Software Gives Instant Gratification
Polite Software Is Trustworthy
Case Study: Elemental Drumbeat
The Investigation
Who Serves Whom
The Design
Pushback
Other Issues
Chapter 11 Designing for People
Scenarios
Daily-Use Scenarios
Necessary-Use Scenarios
Edge-Case Scenario
Inflecting the Interface
Perpetual Intermediates
"Pretend It's Magic"
Vocabulary
Breaking Through with Language
Reality Bats Last
Case Study: Logitech ScanMan
Malcolm, the Web-Warrior
Chad Marchetti, Boy
Magnum, DPI
Playing "Pretend It's Magic"
World-Class Cropping
World-Class Image Resize
World-Class Image Reorient
World-Class Results
Bridging Hardware and Software
Less Is More
Part V Getting Back into the Driver's Seat
Chapter 12 Desperately Seeking Usability
The Timing
User Testing
User Testing Before Programming
Fitting Usability Testing into the Process
Multidisciplinary Teams
Programmers Designing
How Do You Know?
Style Guides
Conflict of Interest
Focus Groups
Visual Design
Industrial Design
Cool New Technology
Iteration
Chapter 13 A Managed Process
Who Really Has the Most Influence?
The Customer-Driven Death Spiral
Conceptual Integrity Is a Core Competence
A Faustian Bargain
Taking a Longer View
Taking Responsibility
Taking Time
Taking Control
Finding Bedrock
Knowing Where to Cut
Making Movies
The Deal
Document Design to Get It Built
Design Affects the Code
Design Documents Benefit Programmers
Design Documents Benefit Marketing
Design Documents Help Documenters and Tech Support
Design Documents Help Managers
Design Documents Benefit the Whole Company
Who Owns Product Quality?
Creating a Design-Friendly Process
Where Interaction Designers Come From
Building Design Teams
Chapter 14 Power and Pleasure
An Example of a Well-Run Project
A Companywide Awareness of Design
Benefits of Change
Let Them Eat Cake
Changing the Process
Index
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