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Knowledge in the head vs in the world

Donald Norman writes and speaks about the importance to recognise whether it’s best to use something that’s well known or whether it’s best to teach new practices to people every time they use a product. Now, look at this parking machine from Hastings, UK:

Parking machine

Once you dropped in all the change from your pocket, guess, which button has to be pushed to get your ticket? Nooo, it’s the red one! And it’s your fault if you pushed the black one and won the jackpot, just to feed the machine again – because it says so in the instruction manual! If I’m looking at the buttons from a bit closer, what I’m puzzled about is that is it normal that a “return” button is more worn than the “get my ticket” button? Or is it only me being evil + not reading instructions?


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