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Living with Complexity.

To be published in October, 2010 by MIT Press.

The Design of future things

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Emotional Design

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The Design of everyday things

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The Invisible Computer

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Things That Make us Smart

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Designing Waits That Work

My MIT Sloan Management Review paper on waiting lines is finally out:

Norman, D. A. (2009). Designing waits that work. MIT Sloan Management Review, 50(4), 23-28.

The URL (above) only gives a short excerpt: you have to subscribe (or pay) to get the entire article. But if you write me, I'll send you a copy. Or you can simply look at the original version that spawned the paper: The Psychology of Waiting Lines. (The original is better in the amount of detail and formal analyses, worse in the rough draft and inelegance of the writing as well as a lack of examples which I added for SMR.)

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Designing Waits That Work