The Design of Everyday Things Summary

Why do some everyday items frustrate us, while others seem intuitive and simple to use? The answer lies in the design: good design aligns with human behavior, while bad design causes confusion and mistakes.

1. Bad design, not user error, causes frustration

Many items frustrate us in daily life, from a confusing remote control to a stubborn door that won't budge. These frustrations often leave users feeling incompetent. But the true problem isn't the user; it's the poor design of these products.

Bad design occurs when designers fail to align technology with human behavior. A poorly designed TV remote, for instance, overloads users with countless buttons, which creates confusion. By not considering the user's perspective, these products become harder to use, even if they feature impressive technology.

Modern technological advancements further complicate design. As devices become more sophisticated, such as smartphones or smart TVs, it's harder for designers to keep interfaces simple and understandable. Without thoughtful effort, even the best technology can become inaccessible to users.

Examples

• A remote jam-packed with buttons, making even volume adjustment a struggle.
• Glass doors that leave people guessing whether to push or pull.
• Smartphones overloaded with features that overwhelm new users.

2. Good products teach people how to use them

Well-designed products don’t need a long manual. They guide users through actions intuitively, letting users figure things out naturally. On the flip side, bad designs leave users confused and overly reliant on instructions.

Products should clearly communicate their purpose and function using visual or tactile clues. A clear example is doors with visible hinges and handles guiding users on whether to push or pull. When these cues are absent, mistakes—and sometimes funny incidents, like getting stuck between glass doors—occur.

Such signs and feedback help products act as their own instructors. A well-labeled machine, for instance, ensures users know exactly what button does what, eliminating guesswork or repeated trial-and-error.

Examples

• Intuitive door handles showing users where and how to grip.
• Buttons on a device labeled with icons, like a play button for starting videos.
• Lawnmowers with easily located and marked pulling mechanisms.

3. Design works best when it resonates with human psychology

For design to succeed, it must account for how people think and act. Users’ psychology can be divided into three levels: the visceral (instinctive), behavioral (habit-driven actions), and reflective (higher-level thinking like planning or evaluating).

Designers can build on these levels to craft user-friendly products. For example, a washing machine could include buttons that are easy to see (visceral), quick to use (behavioral), and offer a range of settings for complex needs (reflective). Each of these interactions fits seamlessly into the user's thought process.

By designing with all three levels in mind, products become not just efficient but enjoyable to use, meeting users where they are at every stage of interaction.

Examples

• Washing machines with clear lights and signals when cycles start or end.
• Sport shoes designed for practical needs (behavioral) and aesthetic appeal (visceral).
• Alarm settings that consider users’ reflective thought to double-check meeting times.

4. Find the root cause, not just the surface problem

When design goes wrong, the easy fix isn’t always the best fix. True solutions require digging deep to uncover the root cause of the problem, not just patching up visible errors.

Take airplane controls as an example. Pilots repeatedly confused functionally different buttons that looked too similar, leading to errors. Developers solved the root problem by adjusting button design rather than blaming pilot "mistakes." The result improved safety.

Toyota’s “five whys” process is a useful tool to find these deeper issues. By asking “why?” repeatedly, even after addressing an immediate problem, designers can reveal and fix hidden causes.

Examples

• Simplifying plane cockpit controls to reduce pilot error.
• Redesigning ATM machines to prevent customer card retrieval errors.
• Fixing overheating laptops by questioning ventilation design rather than just adding fans.

5. Constraints guide users successfully

Constraints—whether physical, cultural, or logical—help people understand how to use products properly. These limits act as guides, narrowing options so users take the intended action.

Self-assembly furniture is a prime example. IKEA’s products rely on constraints like specific sizes of screws and corresponding holes that simplify assembly. These constraints make choices clear.

Similarly, software constraints help remind users of vital actions like saving a document before closing. These gentle barriers turn error-prone situations into smoother experiences for users.

Examples

• Customized nuts and bolts in IKEA sets that fit only their matching holes.
• Screwdrivers standardized to turn clockwise to tighten and counterclockwise to loosen.
• Computer prompts asking users if they’d like to save before exiting.

6. Feedback bridges the gap between actions and results

Feedback is how products "talk back" to their users. Without it, users may perform actions but remain unsure if they succeeded or failed.

For instance, when setting up an alarm, the phone often displays a small clock icon to confirm the alarm is active. This feedback reassures users of their action. Similarly, operating systems ask questions or show errors when users make mistakes, keeping communication clear and reducing errors.

Effective feedback prevents confusion and offers users a sense of control over the product. Without it, even simple interactions can lead to uncertainty or the fear of doing something wrong.

Examples

• Smart lights that immediately dim or brighten after tapping a button.
• Security systems offering clear signals when armed.
• Word processors automatically restoring unsaved work after a crash.

7. Designing starts with the end user in mind

To design products that work, one must understand how real people use them. A process called human-centered design helps ensure products meet the needs and preferences of users rather than just focusing on the technology itself.

This involves watching users interact with the item in controlled settings, brainstorming solutions to their common struggles, creating prototypes, and testing until the issues are resolved. This iterative process keeps the user’s experience at the forefront.

Without this focus on users, modern products risk becoming overly complex or alienating, missing their purpose entirely.

Examples

• Revising a complex dishwasher interface for clarity after testing real users.
• Redesigning a phone app with feedback from regular customers.
• Removing unnecessary buttons from thermostats after analyzing confusion.

8. Cooperation between teams leads to success

For a product to succeed, designers must coordinate with marketers and other business teams. This alignment ensures practicality without compromising on functionality.

The long-delayed rise of touch screens highlights this issue. Designers initially pushed for highly functional but expensive screens, while marketers wanted cheap ones that fell short on usability. It took decades for both groups to compromise, paving the way for widespread adoption.

Such teamwork requires recognizing that different teams bring value to the same goal. Transparent communication can avoid failures caused by unrealistic production or budget expectations.

Examples

• Touch screens breaking through after designers and marketers found common ground.
• A software company introducing user-friendly systems that adhered to promotion budgets.
• Delayed projects overcoming challenges with realistic planning between teams.

9. Successful design requires patience and adaptability

Creating quality products takes time, and rushing the process often leads to failure. Designers must accept that setbacks are inevitable and plan production timelines accordingly.

Norman’s Law humorously notes that product development is always over budget and overdue the moment it starts. Instead of clinging to deadlines, embracing delays as opportunities for improvement leads to better outcomes.

The lesson is simple: greatness takes time. When rushed, products disappoint users or fail entirely, leaving wasted effort behind.

Examples

• A delayed but polished smartphone launch achieving record sales.
• Failing products reworked to greatness after missing initial deadlines.
• Seasonal items held back to fix persistent design flaws before release.

Takeaways

1. Speak up about bad design. If you encounter a product that frustrates you, let the manufacturer know—the feedback can lead to better future designs.
2. Pause to identify root causes. Whether troubleshooting at work or fixing something at home, keep asking “why” until the real problem surfaces.
3. Practice observing good design. When you use a well-designed object, take note of its features—this awareness will help you recognize what works and apply it in your own projects.