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Reflection 5. Norman, D. (2013). The design of everyday things: Revised…
Reflection 5. Norman, D. (2013). The design of everyday things: Revised and Expanded Edition Basic Books.
Reading Norman (2013) has caused me to give a great deal of thought to concepts I previously considered obvious. Error is one of those concepts. Dividing error into slips and mistakes is pretty profound. Further considering that slips and mistakes can be further divided into varying types has been, for me at least, an interesting exercise.
"Error is the general term for all wrong actions. There are two major classes of error: slips and mistakes,...slips are further divded in to two major classes and mistakes into three. These categories of error all have different implications for design" (Norman, 2013, pp.171).
Why Things Go Wrong
Human Error
Deviation from Accepted Behavior
Two Major Types
Slips
Action Based
Memory Lapse
Mistakes
Rule Based
Knowledge Based
Memory Lapse
Wrong Action
Deliberate Violations
Risk Taking
Deliberate Deviations
Usually Poor Design
Often blamed on human error
Tasks require unnatural human behaviour
Long periods of tedium
Overly complex procedures
Time pressure
Why Do Errors Occur?
The nature of the task or procedure
Interruptions
Attitude towards error
Root Cause Analysis
Treat all failures the same way
Get to the real reason
Don't blame and punish or blame and train
Redesign the system to prevent recurrence
Don't stop at the blame stage
