Summary
In this chapter, the author discusses the places and reasons people assign blame for being unable to operate devices. Prominently featured are the differences between conceptual and actual models, and the authors seven stages of executing a task.
Discussion
I find his examples more interesting than his theories and explanations. In particular, the airplane incident was a fascinating example of a series of dominoes. Most of his points about how things should be designed are the same as from the first chapter.
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