Why designers can't understand their users

Verhoef, L.W.M. (2007)

Doctoral Thesis

Designers of computer programs have opinions on psychological issues. Humans are so flexible that they finally are able to work with computers they design. This thesis compares common design practice with psychology based designs. Several simple tasks of passengers are analysed in depth: • Finding a station in a list of stations; • Noticing that a ticket vending machine is out of order; • Inserting a card for payment; • Finding a train on a trains indicator; • Finding a train on a destinations indicator. Misunderstandings and errors that passengers make using conventional information were observed and explained. Presentations that do not induce misunderstandings and errors are suggested and tested. The suggested unconventional designs induce fewer errors, require less time to understand the provided information, are cheaper and reduce travel time substantially. The knowledge obtained can also be used for time tables on paper, drink vending machines, sign posting, presentation of computer directories, computer menu’s and presentations for professionals such as drivers of high speed trains.

• Ergonomics
• Methodology
• Time tables
• Travel information
• Usability
• User interface
• Userfriendlyness
• Vending machines

• All authors: Verhoef, L.W.M.
• Supervisor: Hudson, P.
• Qualification: Doctor (dr.)
• Awarding Institution: Faculty of Social and Behavioural Sciences, Leiden University
• Date: 2007-09-19
• Publisher: Utrecht: Human Efficiency
• ISBN (print): 9789080997516
• Court: LEI Universiteit Leiden