Nielson Norman Group – Literature Review

Summary: “User experience” encompasses all aspects of the end-user’s interaction with the company, its services, and its products. (Norman and Nielsen, 2019)
The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother. Next comes simplicity and elegance that produce products that are a joy to own, a joy to use. True user experience goes far beyond giving customers what they say they want, or providing checklist features. In order to achieve high-quality user experience in a company’s offerings there must be a seamless merging of the services of multiple disciplines, including engineering, marketing, graphical and industrial design, and interface design. It’s important to distinguish the total user experience from the user interface (UI), even though the UI is obviously an extremely important part of the design. As an example, consider a website with movie reviews. Even if the UI for finding a film is perfect, the UX will be poor for a user who wants information about a small independent release if the underlying database only contains movies from the major studios. We should also distinguish UX and usability: According to the definition of usability, it is a quality attribute of the UI, covering whether the system is easy to learn, efficient to use, pleasant, and so forth. Again, this is very important, and again total user experience is an even broader concept. (Norman and Nielsen, 2019) Norman, D. and Nielsen, J. (2019). The Definition of User Experience (UX). [online] Nielsen Norman Group. Available at: [Accessed 21 May 2019]. Intense fear paralyzes you and effects the way the brain works – fear and anxiety causes you to be ‘depth first processing’ visceral and behavioral are subconscious. Behavioral design is about feeling in control which includes usability, understanding but also the feel and heft. Reflective – no control of the brain. W (Don Norman: 3 ways good design makes you happy, 2003) Don Norman: 3 ways good design makes you happy. (2003). TED: TED. ” The “usable but ugly” critique of The Design of Everyday Things has merit insofar as usable designs are not necessarily pleasurable ones. As my story of the three teapots indicates, pleasurable designs are not necessarily usable. But need these attributes be in conflict? Why not beauty and brains, pleasure and usability? When I wrote The Design of Everyday Things, my intention was not to denounce beauty. I simply wanted to position usability in its proper place in the design world: equal to beauty, equal to function: equal, but not superior. I neglected the topic of aesthetics because I thought it already well covered elsewhere. Unfortunately, my neglect was interpreted by many to imply that I was against beauty, for usability at all costs. ” Norman, D. (2008). Emotion & Design: Attractive things work better. [online] Available at: [Accessed 29 May 2019].

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