Faucets, soap dispensers, and towel dispensers in public restrooms can be really frustrating. One reason is because of the uptick in automatic dispensers and sinks. Sometimes, faucets look like they’re automatic but are really operated by handles, and same thing goes for soap/towel dispensers. Another frustrating point is when soap dispensers look like faucets. I also once saw an air/hand dryer, soap dispenser, and faucet all with the same color, build, and shape surrounding a sink; the only distinguishing factor was their size. I had to test out all of them to figure out which one was which.
Don Norman says, “The same technology that simplifies life by providing more functions in each device also complicates life by making the device harder to learn, harder to use. This is the paradox of technology and the challenge for the designer”, which I thought was interesting. The designer has to make complicated information easily digestible. Designers are like the middlemen between new technology and users.
I also think the point about having to spell out a function or affordance for users with words is poor design is compelling, but also very difficult to get right. Making designs intuitive is the ultimate goal, but the thing about intuition is that you don’t consciously think about it, so designers can’t know immediately what it intuitive. Too often, I personally lean towards words to let people know what a design does. However, I need to get more used to designing without words and simply use visual or physical cues to guide a user’s attention.
Don Norman’s main idea about how people aren’t at fault for poor design is also very important. It’s up to designers, engineers, manufacturers, and businesses to create a pleasant user experience; if a user isn’t enjoying their product, it’s not the user’s fault. Too often, experts are biased in their own highly skilled perspective that they expect others to be on that level. For example, sometimes when I’m teaching someone a skill like crochet, I see the stitches and shapes very easily, but they can’t. If I were to design a beginner’s crochet kit or tutorial, I need to take into account the average beginner’s perspective.
I really liked how Don Norman distinguishes between affordances and signifiers, indicating that affordances are relationships between people and designs, and signifiers are physical attributes that lend to discovering affordances. Distinguishing them helps designers understand what they’re working towards and how to work towards it.