Chapter 6, a new addition to the revised and expanded edition, maintains that successful design depends on understanding root problems. Norman argues that designers must identify the correct problem before devising human-centered solutions. 

Solving the Correct Problem

Norman claims that designers are trained to solve the correct problem. According to Norman, good design begins with understanding the root problem. This requires generating multiple ideas, rather than quickly converging on a solution. Designers go back and forth as they rethink problems, which puts them at odds with product managers. They rely on several techniques to avoid arriving at facile solutions. For example, they approach the original problem not as a firm statement, but as a suggestion, before exploring its underlying issues.

Designers resist the urge to find quick solutions to stated problems, instead engaging in an iterative, expansive process called “design thinking” to uncover root causes. Design thinking begins with identifying the correct problem. Finding a solution occurs in four stages: observation, generation, prototyping, and testing. With HCD, meeting people’s needs and capabilities is central to the process.

The Double Diamond Model of Design

This section describes the Double Diamond model of design popularized in 2005 by the British Design Council. The model describes the two phases of the design process: 1) finding the right problem, and 2) finding the right solution.