The sequel, Emotional
Design, is based on the idea that there are three levels at play in design.
It's still true that, on a rational level, products should be functional, but
now he explains why they should be beautiful and have an emotional impact as well.
Donald Norman explains how to being attractive, fun and enjoyable
makes a product better. The main issues are that emotions have a crucial role
in the human ability to understand the world and how they learn new things. Two
researchers from Japan studied a different layout of control ATM’s, automated
teller machines, found that the attractive arranged layout were perceived to be
easier to use. Herbert Read in his book stated, it requires a somewhat mystical
theory of aesthetic to find any necessary connection between beauty and
function. Donald Norman pondered a new finding in the study of affect and
emotion. In his explanation, there have two separate types of emotions, namely
positive and negative emotion.
Norman’s studied about human attributes and finds that there have
three different levels of brain that gives multiple faces of emotions and style
of design. The focal
point of Emotional Design is that attractive things work better. Norman
explores how emotions affect purchase decisions based on three aspects of design,
which is visceral, behavioral and reflective. Each level plays a different role
in the total functioning of people. And also requires a different style of
design.
The automatic, prewired layer, called the visceral level. This is
the level of fixed routines, where the brain analyzes the world and responds.
The design requirements for each level differ widely. This visceral level is
pre-consciousness, pre-thought. This is where appearance matters and first
impressions are formed. Visceral design is about the initial impact of a
product, about its appearance, touch and feel. In term of design, visceral is
what nature does. Received powerful emotional signals from the environment that
get interpreted automatically. The principles underlying visceral design are
wired in, consistent across people and cultures. Because visceral design is about initial
reactions, it can be studied quite simply by putting people in front of a
design and waiting for reactions. Effective visceral design requires the skills
of the visual and graphic artist and the industrial engineer, where design is
about immediate emotional impact.
The next level is behavioral. Behavioral is a part that contains
the brain processes that control everyday behaviour. With a higher level of
analysis, the behavioral level, with a complex and powerful brain that can
analyze a situation and alter behaviour accordingly. The behavioral level is
not conscious. Behavioral design is about use. Appearance and rational doesn’t
really matter but it does performance. This is the aspect of design that
practitioners in the usability community focus upon. Principles of good
behavioral design are well known. In most behavioral design, functions come
first and foremost. On the face of it, getting the function right would seem
like the easiest of the criteria to meet but in tricky way. Good behavioral
design should be human-centered , focusing upon understanding and satisfying
the need of people who actually use the product.
The contemplative part of the brain is the reflective level. In reflective level, they are very sensitive
to experience, training and education. Cultural view have huge impact here,
what one culture finds appealing, another may not. Thought reflection, you remember
the past and contemplate the future. Therefore,
is about long-term relations, about the feeling og satisfaction produced by
owning, displaying and using a product. A person’s self –identity is located
within the reflective level, and here is where the interaction between the
product and your identity is important as demonstrate in pride of ownership or
use. Customer interaction and service matter at this level.
There are two kinds of product development, which is enchantment and innovation. Enchantment means to take some existing product or service and make it better. Enchantment to a product come primary by watching how people use what exists today, discovering difficulties and then overcoming them. Innovations are particularly difficult to access. One cannot evaluate an innovation by asking potential customers for their views. This requires people to imagine something they have no experience with. The real challenges to product design is discover real needs that even the people who need them cannot yet articulate.