PREFACE THE INVISIBLE EDGE.

ACKNOWLEDGMENTS.

ONE: IT’S JUST A PRODUCT!

The World’s Biggest Lemons.

The Checklist.

Failure to Communicate.

Behind the Hype.

The Wrench on the Front Seat.

Inventing an Experience.

Designed to Disappear.

Just What We Need.

TWO: DESIGN TO DELIGHT.

The Emperor's New Enterprise System.

Software's Missing Feature.

Who's the Customer?

Security Solutions: A Better Set of Keys.

Navigating Notre Dame.

Communicating by Design.

Teaching Etiquette to an ATM.

The Human Factor.

Form, Function, and Spirit.

THREE: SPECIFY INNOVATION.

Stranded at Heathrow.

Don’t Blame Technology.

The Transparent Dashboard.

When Green Means STOP.

Listening to the Receiver.

"People Are Different."

Removing Roadblocks.

Easy as Pie: The Tale of a Tool.

What We Need to Know.

FOUR: CONSIDER THE CONSEQUENCES.

Lessons from the Underground.

The Workaround Wizard.

Continuous Education.

Building on Assumptions.

Sprinting toward Second-Rate.

Automating the Status Quo.

Frozen in the ICU.

FIVE: THE RIGHT TEAM.

Designing a New Experience.

The Science of Common Sense.

A Tendency to Crash.

Designers and the Art of Interpretation.

Looking at a Project from Every Angle.

The Other Customers.

Analyzing the Workflow.

What Your Staff Won’t Tell You.

A Powerful Partnership.

SIX: FIND OUT WHAT YOU REALLY NEED.

The Correct Definition.

Missed Information and Lost Limbs.

Beyond Technology.

Meaningful Information.

A Shortcut through the Warehouse.

A Common Language.

Hobos and Hieroglyphs.

An Accurate Translation.

Beautiful Data.

What Business Hasn’t Even Thought Of.

Channeling Rivers of Energy.

SEVEN: BELIEVE IT WHEN YOU SEE IT.

When Prototype Becomes Product.

Envisioning the Chrysler Building.

The Hidden Costs of Guesswork.

Charting a New Course.

Breaking the Cycle of Failure.

Leave Nothing to Interpretation.

Rethinking and Redrawing.

Survey the Landscape.

Picture It!

Showing Why.

EIGHT: REFRESH THE SYSTEM.

Find Out How They Really Feel.

Check for Physical Evidence.

Make Sure That “Help” Is Helpful.

Watch Your Language.

Rethink the Form.

Eliminate Clutter.

Consider the Context.

Take the Measure of the Problem.

Define Your Priorities.

Get an Outside Opinion.

NINE: YOUR NEXT SYSTEM.

What Is This Thing?

Is This What We Really Need?

A $100 Million Guinea Pig?

Will the Basic Model Do the Job?

Who Will Be Using It?

What's It Like to Use?

Are the Information Displays Informative?

How Clearly Does It Communicate?

How Forgiving Is It?

How Will It Support Our Brand?

Is This Product Truly Innovative?

What Do Training and Change Management Really Mean?

What Real Information Does the Manufacturer Have about User Adoption and Effectiveness?

What about Those Service Contracts and Future Upgrades?

APPENDIX A: MAXIMIZING YOUR DESIGN RESOURCES.

APPENDIX B: TOUGH QUESTIONS FOR CONSULTANTS.

NOTES.

ILLUSTRATION CREDITS.

INDEX.