The underlying idea is that if the user has a good conceptual understanding of a system, it will be easier for her/him to use the system and to recover from error states. In order to provide the user with a conceptual understanding of a system, Norman suggested using what he then termed cognitive engineering - or conceptual design.
In the talk I will introduce the conceptual design method, and the problems which currently inhibit widespread use of the method. I will then talk about work towards making the method more easily applicable with respect to a specific application area, network services.
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