Wrench in the System

<p>FOREWORD DAN BOYARSKI XI</p>
<p>PREFACE THE INVISIBLE EDGE XV</p>
<p>ACKNOWLEDGMENTS XXIII</p>
<p>ONE IT S JUST A PRODUCT! 1</p>
<p>The World s Biggest Lemons 2</p>
<p>The Checklist 4</p>
<p>Failure to Communicate 5</p>
<p>Behind the Hype 9</p>
<p>The Wrench on the Front Seat 11</p>
<p>Inventing an Experience 13</p>
<p>Designed to Disappear 18</p>
<p>Just What We Need 20</p>
<p>TWO DESIGN TO DELIGHT 23</p>
<p>The Emperor s New Enterprise System 25</p>
<p>Software s Missing Feature 29</p>
<p>Who s the Customer? 31</p>
<p>Security Solutions: A Better Set of Keys 33</p>
<p>Navigating Notre Dame 37</p>
<p>Communicating by Design 39</p>
<p>Teaching Etiquette to an ATM 44</p>
<p>The Human Factor 49</p>
<p>Form, Function, and Spirit 50</p>
<p>THREE SPECIFY INNOVATION 53</p>
<p>Stranded at Heathrow 53</p>
<p>Don t Blame Technology 54</p>
<p>The Transparent Dashboard 57</p>
<p>When Green Means STOP 59</p>
<p>Listening to the Receiver 60</p>
<p> People Are Different 62</p>
<p>Removing Roadblocks 64</p>
<p>Easy as Pie: The Tale of a Tool 66</p>
<p>What We Need to Know 69</p>
<p>FOUR CONSIDER THE CONSEQUENCES 71</p>
<p>Lessons from the Underground 72</p>
<p>The Workaround Wizard 75</p>
<p>Continuous Education 77</p>
<p>Building on Assumptions 81</p>
<p>Sprinting toward Second–Rate 86</p>
<p>Automating the Status Quo 90</p>
<p>Frozen in the ICU 92</p>
<p>FIVE THE RIGHT TEAM 97</p>
<p>Designing a New Experience 99</p>
<p>The Science of Common Sense 102</p>
<p>A Tendency to Crash 104</p>
<p>Designers and the Art of Interpretation 106</p>
<p>Looking at a Project from Every Angle 108</p>
<p>The Other Customers 112</p>
<p>Analyzing the Workflow 116</p>
<p>What Your Staff Won t Tell You 118</p>
<p>A Powerful Partnership 120</p>
<p>SIX FIND OUT WHAT YOU REALLY NEED 121</p>
<p>The Correct Definition 123</p>
<p>Missed Information and Lost Limbs 126</p>
<p>Beyond Technology 127</p>
<p>Meaningful Information 131</p>
<p>A Shortcut through the Warehouse 135</p>
<p>A Common Language 137</p>
<p>Hobos and Hieroglyphs 138</p>
<p>An Accurate Translation 140</p>
<p>Beautiful Data 141</p>
<p>What Business Hasn t Even Thought Of 142</p>
<p>Channeling Rivers of Energy 146</p>
<p>SEVEN BELIEVE IT WHEN YOU SEE IT 149</p>
<p>When Prototype Becomes Product 151</p>
<p>Envisioning the Chrysler Building 152</p>
<p>The Hidden Costs of Guesswork 156</p>
<p>Charting a New Course 159</p>
<p>Breaking the Cycle of Failure 160</p>
<p>Leave Nothing to Interpretation 165</p>
<p>Rethinking and Redrawing 170</p>
<p>Survey the Landscape 172</p>
<p>Picture It! 176</p>
<p>Showing Why 178</p>
<p>EIGHT REFRESH THE SYSTEM 179</p>
<p>Find Out How They Really Feel 180</p>
<p>Check for Physical Evidence 183</p>
<p>Make Sure That Help Is Helpful 184</p>
<p>Watch Your Language 186</p>
<p>Rethink the Form 187</p>
<p>Eliminate Clutter 187</p>
<p>Consider the Context 189</p>
<p>Take the Measure of the Problem 189</p>
<p>Define Your Priorities 191</p>
<p>Get an Outside Opinion 192</p>
<p>NINE YOUR NEXT SYSTEM 193</p>
<p>What Is This Thing? 194</p>
<p>Is This What We Really Need? 194</p>
<p>A $100 Million Guinea Pig? 197</p>
<p>Will the Basic Model Do the Job? 199</p>
<p>Who Will Be Using It? 200</p>
<p>What s It Like to Use? 203</p>
<p>Are the Information Displays Informative? 205</p>
<p>How Clearly Does It Communicate? 205</p>
<p>How Forgiving Is It? 206</p>
<p>How Will It Support Our Brand? 207</p>
<p>Is This Product Truly Innovative? 208</p>
<p>What Do Training and Change Management Really Mean? 211</p>
<p>What Real Information Does the Manufacturer Have about User Adoption and Effectiveness? 213</p>
<p>What about Those Service Contracts and Future Upgrades? 214</p>
<p>APPENDIX A MAXIMIZING YOUR DESIGN RESOURCES 215</p>
<p>APPENDIX B TOUGH QUESTIONS FOR CONSULTANTS 219</p>
<p>NOTES 223</p>
<p>ILLUSTRATION CREDITS 229</p>
<p>INDEX 233</p>