Sean Maguire Was Right

Don Norman came to mind today, a not uncommon occurrance. I’ve mentioned him before, but not loudly enough. If you care at all about building great solutions, technical or otherwise, reading The Design of Everyday Things is a must. Here’s my favorite passage:

The idea that a person is at fault when something goes wrong is deeply entrenched in society. That’s why we blame others and even ourselves. Unfortunately, the idea that a person is at fault is imbedded in the legal system. When major accidents occur, official courts of inquiry are set up to assess the blame. More and more often the blame is attributed to “human error.” The person involved can be fined, punished, or fired. Maybe training procedures are revised. The law rests comfortably. But in my experience, human error usually is a result of poor design: it should be called system error. Humans err continually; it is an intrinsic part of our nature. System design should take this into account. Pinning the blame on the person may be a comfortable way to proceed, but why was the system ever designed so that a single act by a single person could cause calamity? Worse, blaming the person without fixing the root, underlying cause does not fix the problem: the same error is likely to be repeated by someone else.

The notion of system error is quite profound, applicable to technology, organizations, governments, even entire civilizations. Leaders of all stripes do well to consider its explanatory power.

Just discovered that Don has a new book coming next month: Design For a Better World. Pre-ordered!