These texts from Donald Norman's 2011 writings explore the principles of sociable design, emphasizing the importance of human-centered approaches in both product and service design. Norman argues that successful design considers the full user experience, including emotional responses and the handling of unexpected situations. He illustrates this through examples of poor design, such as confusing salt and pepper shakers and unhelpful automated systems, and contrasts them with exemplary designs that prioritize clear communication, intuitive interfaces, and user support. The concept of "desire lines," representing actual user behavior, is highlighted as a key indicator for improving design. Finally, the texts discuss the need for system-level thinking in service design, focusing on seamless integration and a holistic approach to address the complexities of human-technology interaction.

Please note that the podcast covers key points from the source with synthetic voices, which may have glitches. It’s a reflective, not comprehensive, interpretation.

Norman, D. A. (2011). Living with complexity. MIT Press.

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