Donald Norman on predictability in devices

From an article on Donald Norman:

[D]espite two decades of lectures from Dr. Norman on the virtue of “user-centered” design and the danger of a disease called “featuritis,” people will still be cursing at their gifts this Christmas.

And the worse news is that the gadgets of Christmas future will be even harder to command, because we and our machines are about to go through a rocky transition as the machines get smarter and take over more tasks. As Dr. Norman says in his new book, “The Design of Future Things,” what we’ll have here is a failure to communicate.

“It would be fine,” he told me, “if we had intelligent devices that would work well without any human intervention. My clothes dryer is a good example: it figures out when the clothes are dry and stops. But we are moving toward intelligent machines that still require human supervision and correction, and that is where the danger lies — machines that fight with us over how to do things.”

You can’t explain to your car’s navigation system why you dislike its short, efficient route because the scenery is ugly. Your refrigerator may soon know exactly what food it contains, what you’ve already eaten today and what your calorie limit is, but it won’t be capable of an intelligent dialogue about your need for that piece of cheesecake.

To get along with machines, Dr. Norman suggests we build them using a lesson from Delft, a town in the Netherlands where cyclists whiz through crowds of pedestrians in the town square. If the pedestrians try to avoid an oncoming cyclist, they’re liable to surprise him and collide, but the cyclist can steer around them just fine if they ignore him and keep walking along at the same pace. “Behaving predictably, that’s the key,” Dr. Norman said. “If our smart devices were understandable and predictable, we wouldn’t dislike them so much.” Instead of trying to anticipate our actions, or debating the best plan, machines should let us know clearly what they’re doing.