Human-centered design is a practice where designers focus on four key aspects. They focus on people and their context. They seek to understand and solve the right problems, the root problems. They understand that everything is a complex system with interconnected parts. Finally, they do small interventions. They continually prototype, test and refine their products and services to ensure that their solutions truly meet the needs of the people they focus on.
Cognitive science and user experience expert Don Norman sees it as a step above user-centered design.
“The challenge is to use the principles of human-centered design to produce positive results, products that enhance lives and add to our pleasure and enjoyment. The goal is to produce a great product, one that is successful, and that customers love. It can be done.”
— Don Norman, “Grand Old Man of User Experience”
See why human-centered design is a vital approach for accommodating real users—real people.
The Trouble with “Users” is They’re Only Human
At many points in technological history, Don Norman helped designers understand their responsibility to the people who use the things they design. Great advances were made in electronics and computing throughout the second half of the 20th century. The problem was, the designers of many systems often overlooked the human limitations of the people who had to interact with them.
Early computers were extremely hard to understand. The first ones — created in the 1940s — required specialists to operate them in closed environments. By the 1980s, things had changed; A large portion of smaller computers were being used by people without specialist knowledge. Problems were bound to arise, and did. The early Unix system Ed (for “Editor”), for example, did not prompt users to save their changes, causing many users to erase their work when turning off their computers. Highly visible prompts to save our work were yet to come.
From no save prompts, to the “Do you want to save changes” dialog box, to auto-save: The save functionality in documents has been iterated over the years to improve the experience for the people working with these tools.
Don Norman also studied the control rooms of potentially hazardous industrial centers and aviation safety. Following the Three Mile Island nuclear accident in 1979, he was involved in analyzing the causes and potential solutions. A partial meltdown of a power-station reactor had released dangerous radioactive material into the environment. The problem centered around, not the highly competent staff members, but the design of the control room itself.
From design mistakes such as this, we learned crucial lessons. It was clear that designers had to accommodate the human needs of their systems’ usership. There could be no room for ambiguity or misleading controls, for instance. Designers would instead have to anticipate human users extensively through how each system looked, worked and responded to them, which aligns with circular economy principles to maximize resource efficiency and sustainability. So, rather than focus on the aesthetics of the interface and the design itself, designers needed to understand and tailor experiences for the people at the controls, accounting for their various states of mind while interacting with and reacting to changes in the system. To avoid disasters, the dehumanizing idea of “users” had to vanish so designers could put people first in design. It was time for human- or, better still, people-centered design.
Follow the Clear Path to Human-Centered Design
In 1986, Norman and co-author Stephen Draper’s User Centered System Design: New Perspectives on Human-Computer Interaction was published. The result of extensive collaboration between researchers across the U.S., Europe and Japan, this comprehensive volume represented a shift in human-computer interaction. However, the authors realized they didn’t like the term “users”; the emphasis demanded a more “human” entity in control. Their timing was superb. Not only had the home-computing market exploded, but strides in technology would soon usher in the Internet age, greater connectivity and more complexity in the systems that people of all types would use.
Norman coined the term “user experience” shortly afterwards. This signaled a focus on the needs of the people who used products throughout their experiences. Norman explained the reason for the evolution away from “user” was to help designers humanize the people whose needs they designed for. Human-centered design has four principles:
People-centered: Focus on people and their context in order to create things that are appropriate for them. Participatory design ensures user involvement in the process.
Understand and solve the right problems, the root problems: Understand and solve the right problem, the root causes, the underlying fundamental issues. Otherwise, the symptoms will just keep returning.
Everything is a system: Think of everything as a system of interconnected parts.
Small and simple interventions: Do iterative work and don't rush to a solution. Try small, simple interventions and learn from them one by one, and slowly your results will get bigger and better. Continually prototype, test and refine your proposals to make sure that your small solutions truly meet the needs of the people you focus on.
It's important to remember, as we focus on the human aspect, we expand our scope to societies and, ultimately, humanity-centered design. And as our world becomes more intricately involved with complex socio-technical systems and wicked problems to address, the insights we leverage from human-centered design will continue to prove essential.
Interaction Design Foundation, CC-BY-SA 4.0
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