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Foreword. I. COMPUTER OBLITERACY. 1. Riddles for the Information Age.What Do You Get When You Cross a Computer with an Airplane? What Do You GetWhen You Cross a Computer with a Camera? What Do You Get When You Cross aComputer with an Alarm Clock? What Do You Get When You Cross a Computer witha Car? What Do You Get When You Cross a Computer with a Bank? Computers MakeIt Easy to Get into Trouble. Commercial Software Suffers, Too. What Do YouGet When You Cross a Computer with a Warship? Techno-Rage. An Industry inDenial. The Origins of This Book. 2. Cognitive Friction. BehaviorUnconnected to Physical Forces. Design Is a Big Word. The RelationshipBetween Programmers and Designers. Most Software Is Designed by Accident."Interaction" Versus "Interface" Design. Why Software-Based Products AreDifferent. 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. II. IT COSTS YOU BIG TIME. 3. WastingMoney. Deadline Management. What Does "Done" Look Like? Parkinson's Law. TheProduct That Never Ships. Shipping Late Doesn't Hurt. Feature-ListBargaining. Programmers Are in Control. Features Are Not Necessarily Good.Iteration and the Myth of the Unpredictable Market. The Hidden Costs of BadSoftware. The Only Thing More Expensive Than Writing Software Is Writing BadSoftware. Opportunity Cost. The Cost of Prototyping. 4. The Dancing Bear.If It Were a Problem, Wouldn't It Have Been Solved by Now? ConsumerElectronics 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 withInformation. Software Is Inflexible. Software Blames Users. Software Won'tTake Responsibility. 5. Customer Disloyalty. Desirability. A Comparison.Time to Market. III. EATING SOUP WITH A FORK. 6. The Inmates Are Runningthe Asylum. Driving from the Backseat. Hatching a Catastrophe. ComputersVersus Humans. Teaching Dogs to Be Cats. 7. Homo Logicus. The Jetway Test.The Psychology of Computer Programmers. Programmers Trade Simplicity forControl. Programmers Exchange Success for Understanding. Programmers Focus onWhat Is Possible to the Exclusion of What Is Probable. Programmers Act LikeJocks. 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 theTechnology. IV. INTERACTION DESIGN IS GOOD BUSINESS. 9. Designing forPleasure. Personas. Design for Just One Person. The Roll-Aboard Suitcase andSticky Notes. The Elastic User. Be Specific. Hypothetical. Precision, NotAccuracy. A Realistic Look at Skill Levels. Personas End Feature Debates.Both Designers and Programmers Need Personas. It's a User Persona, Not aBuyer Persona. The Cast of Characters. Primary Personas. Case Study: SonyTrans Com's P@ssport. The Conventional Solution. Personas. Designing forClevis. 10. Designing for Power. Goals Are the Reason Why We Perform Tasks.Tasks Are Not Goals. Programmers Do Task-Directed Design. Goal-DirectedDesign. Goal-Directed Television News. Goal-Directed Classroom Management.Personal and Practical Goals. The Principle of Commensurate Effort. PersonalGoals. 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. PoliteSoftware Anticipates My Needs. Polite Software Is Responsive. Polite SoftwareIs Taciturn About Its Personal Problems. Polite Software Is Well Informed.Polite Software Is Perceptive. Polite Software Is Self-Confident. PoliteSoftware Stays Focused. Polite Software Is Fudgable. Polite Software GivesInstant Gratification. Polite Software Is Trustworthy. Case Study: ElementalDrumbeat. The Investigation. Who Serves Whom. The Design. Pushback. OtherIssues. 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 Throughwith Language. Reality Bats Last. Case Study: Logitech ScanMan. Malcolm, theWeb-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. V.GETTING BACK INTO THE DRIVER'S SEAT. 12. Desperately Seeking Usability. TheTiming. User Testing. User Testing Before Programming. Fitting UsabilityTesting into the Process. Multidisciplinary Teams. Programmers Designing. HowDo You Know? Style Guides. Conflict of Interest. Focus Groups. Visual Design.Industrial Design. Cool New Technology. Iteration. 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 aLonger View. Taking Responsibility. Taking Time. Taking Control. FindingBedrock. Knowing Where to Cut. Making Movies. The Deal. Document Design toGet It Built. Design Affects the Code. Design Documents Benefit Programmers.Design Documents Benefit Marketing. Design Documents Help Documenters andTech Support. Design Documents Help Managers. Design Documents Benefit theWhole Company. Who Owns Product Quality? Creating a Design-Friendly Process.Where Interaction Designers Come From. Building Design Teams. 14. Power andPleasure. An Example of a Well-Run Project. A Companywide Awareness ofDesign. Benefits of Change. Let Them Eat Cake. Changing the Process. Index.