- Norman, Donald
- All the notes are in paper.
One of my rules in consulting is simple: never solve the problem I am asked to solve. Why such a counterintuitive rule? Because, invariably, the problem I am asked to solve is not the real, fundamental root problem. It is usually a symptom. Just as in Chapter 5, where the solution to accidents and errors was to determine the real, underlying cause of events, in design, the secret to success is to understand what the real problem is.
The real world is not like university. In the university, professors make up artificial problems. In the real world, the problems do not come in nice, neat packages. They have to be discovered. It is all too easy to see only the surface problems and never dig deeper to address the real issues.