There's this door on the tenth floor of the Vox Media office that I hate so much.
Vox Media 的 10 樓辦公室有一扇我超級討厭的門。
God... Damn it!
天哪...該死!
Do you ever get this door wrong?
你被這扇門卡住過嗎？
Pretty regularly.
經常。
Have you seen people misuse it?
你看過有人開不了門嗎？
All the time. Every day. Constantly. I hate this door.
一天到晚。每天。就沒停過。我恨死了這扇門。
Me too, Kelsey. But here's the thing: As soon as you start looking for confusing doors, they are everywhere.
我也是，Kelsey。不過實際狀況是這樣的：如果你出發尋找讓人困惑的門，你會發現它們根本無處不在。
It's "push."
是「推」。
Why?
為什麼？
I feel like Roman Mars would know about this.
我覺得 Roman Mars 可能會知道。
This is 99% Invisible. And those doors you hate are called "Norman doors."
這裡是 99% Invisible 廣播電台。你討厭的那些門又叫做「諾曼門」。
What's a Norman door?
什麼是「諾曼門」？
Don Norman wrote the essential book about design. He is the "Norman" of the Norman door.
唐納．諾曼是這本設計學經典的作者（註）。「諾曼門」的「諾曼」 就是他的名字。
All right. And where is this guy?
喔。那他在哪裡？
You must go to San Diego.
你得去聖地牙哥。
Okay.
好。
Hi, Joe!
嗨，Joe!
Hey!
嘿!
I'm Don Norman. I'm...gee, you know, it's hard to describe what I am.
我是唐納．諾曼。我...哇，你知道，有點難解釋我是誰。
Well, he's been a professor of psychology, professor of cognitive science, professor of computer science, a vice president of Advanced Technology at Apple. But, for our purposes...
嗯，他是心理學教授、認知科學教授、電腦科學教授，也是蘋果公司先進技術中心的副總裁。但，我們今天來的目的...
I was spending a year in England, and I got so frustrated with my inability to use the light switches and the water taps, and...the doors even. Then I wrote this book.
我在英國待了一年，我很挫折自己居然不會開關燈、轉水龍頭，連開門都有障礙。後來我就寫了這本書。
If I continually get a door wrong, is it my fault?
如果我老是被門卡住，是我的問題嗎？
No. In fact, if you continually get it wrong is a good—well, if other people continually get it wrong, good sign that's a really bad door.
不是。事實上，如果你老是被門卡住－－嗯，如果其他人也一再被卡住，這表示那是扇非常糟糕的門。
A Norman door is one where the design tells you to do the opposite of what you're actually supposed to do or gives the wrong signal and needs a sign to correct it.
「諾曼門」就是那種會在設計上誤導你開錯邊或需要標示牌來補救錯誤的門。
Why does it need an instruction manual? That is, why do you have to have a sign that says "push" or "pull"? Why not make it obvious?
為什麼要有使用手冊？我是說，為什麼需要寫著「推」或「拉」的標示牌？為什麼不在設計上就讓它顯而易見？
It can be obvious if it's designed right.
如果設計正確，是可以顯而易見的。
There are a couple of really simple basic principles of design, and one of them I'll call "discoverability." When I look at something, I should be able to discover what operations I can do.
設計有幾個很簡單的基本原則，其中一個叫「可發現性」。當我看見某樣東西，我應該要能發現該如何使用。
The principle applies to a whole lot more than doors.
這原則不僅適用於門的設計。
And it's amazing with many of our computer systems today. You look at it, there's no way of knowing what's possible. Should I tap it once? Or twice? Or even triple tap? So, discoverability, when it's not there, well, you don't know how to use something.
我們今日用的電腦系統也經常用到這原則。你一開始看到電腦時，完全不知道該怎麼用。應該點一下？還是兩下？或甚至是點三下？如果「可發現性」不存在，我們會不知道該如何使用這個物品。
Another is feedback.
另一個原則是「回饋」。
And so many times, there's no feedback. You have no idea what happened or why it happened.
很多時候，我們得不到回饋。你不知道到底發生什麼事，或者是什麼導致這結果。
And these principles form the basis of how designers and engineers work today, commonly known as user- or human-centered design.
這些原則是今日設計師和工程師的設計基礎，也就是我們一般說的以使用者或以人為中心的設計。
I've decided at one point, the word "user" was a bit degrading. Why not call people "people"? And it's amazingly simple and amazingly seldom practiced. We call it "iterative" because it goes around in a circle. We go out, and we observe what is happening today. We observe people doing the task. And from that, we say, "Oh, we have some ideas." "Here's what we should perhaps propose to do."
我曾經一度認為「使用者」這個詞帶有貶義。為什麼不叫人們「人們」？這種設計流程其實超級簡單，但超少人會真這麼做。我們稱這流程為「迭代法」，因為流程會一再循環重複。一開始，我們會走出門外，看看今天有什麼事正在發生。我們會觀察人們在做什麼。我們從那出發，然後可能就會：「噢，我想到一些點子。」「我們應該這樣提案。」
Then you prototype your solution and test it.
然後我們會為此做出初步解決方案並加以測試。
Quite often these are wrong at first. But each time we go around the circle, we do a better job of making new advice until the point we're actually making something that really works.
一開始可能會經常碰壁。但一再重複這四步驟的循環，我們就會提出越來越好的構想，直到設計出真正有用的東西。
And this process has spread all over the world.
這套流程如今已推廣到全世界。
And it turns out it's improving lives...from better everyday things like the ones that Don wrote about...to using the same process to solve huge problems in public health in developing countries.
我們的生活正逐步改善...從日常生活的物件，像 Don 寫到的那些...到解決較大的問題，像開發中國家的公共衛生問題，都可以適用這套設計流程。
Water.
水。
Sanitation.
衛生設施。
Farming.
畜牧養殖。
Lots more.
很多很多。
So...what'd be a better human-centered door?
那麼，以人作為設計中心的門應該是什麼樣的呢？
An ideal door...is one that as I walk up to it and walk through it, I'm not even aware that I had opened the door and shut it. So, if we had a door which had a flat plate, what could you do? Nothing. The only thing you can do is push. So, see, you wouldn't need a sign. A flat plate, you push.
一扇理想的門...應該是我走到門前、穿過這扇門，卻沒意識到已經開了門並關上它。如果一扇門只有平的門板，那你能做什麼？什麼都不能。唯一能做的就是「推」。你看，根本不需要標示牌。看到平的門板，就推。
This kind of push bar with a piece sticking out on one side works well too. So you can see what side you are supposed to push on.
這種只有一根推桿裝在門側的平推鎖也很一目了然。你知道你應該往哪個方向推。
Vertical bars could go either way. A simple little hand thing, though, sort of indicates "pull."
直立門把可推可拉。但小小的車門把卻暗示要「拉」。
But we still have terrible, terrible doors in the world. So many of them!
不過這個世界還是有一堆糟糕透頂的門。超...級多!
There are lots of things in life that are fairly standardized. And therefore, whether I buy this house or not is not a function of whether it has good doors in it. And so, except for safety reasons, doors tend not to be improved.
很多東西在生活中已經標準化了。所以，我不太會因為這棟房子的門好或不好而決定要不要買這棟房子。所以，除非出於安全上的考量，我們不太會去改善門。
But the tyranny of bad doors must end.
但這「壞門橫行」的時代必須終結。
I think that it's a really sh*tty design. Why would they put a pull handle when it's a "push"? And that should be a flat panel right here, and not a godd**n pull handle. That's how I feel about this door. It's very misleading.
我覺得這個設計真的很糟。為什麼要有「拉」的門把，如果實際上是要「推」的話？門應該要是平的，誰他＊的放了個「拉」的門把。這就是我對這扇門的感受。超級令人困惑。
I agree.
同意。
You're right, Becky. You're goddamn right. And if we all thought like you, well, we might just design a better world together.
你說的對，Becky。你說得太對了。如果我們全都能像妳這樣想，嗯，也許我們能一起設計出更好的世界。
It won't open because it's a security door!
門打不開，因為它是防盜門!
What the f**k are you two doing?
你們他＊的在這裡幹嘛？
Hey. So, as you can see, since I started making this video, they've since changed the door a little bit. Guess it's a step in the right direction. Thank you so much for watching and to 99% Invisible, one of my favorite podcast. It was so much fun to collaborate with them. Thank you, and check them out on any podcast app or 99pi.org.
嘿。大家，如同你們看到的，自從我開始製作這支影片，他們就稍微改造了這扇門。我想這是在往正確的方向前進。非常感謝你們的收看，也感謝 99% Invisible，我最愛的廣播節目之一。和他們合作真的非常有趣。感謝你們，也別忘了到任何聽廣播的應用程式或 99pi.org 收聽他們的節目。
註：書名為《設計的心理學：人性化的產品設計如何改變世界》。
