Click here to download The Design of Everday Things 12-17.
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"Without a good model we operate by rote, blindly; we do operations as we were told to do them; we can't full appricate why, what effects to expect, or what to do if things go wring. As long as things work properly, we can manage. When things go wrong, however, or when we come upon a novel situation, then we need a deeper understanding, a good model." (Norman 13)
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