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Software for Use: A Practical Guide to the Models and Methods of Usage-Centered Design by Lucy A. D. Lockwood, Larry L. Constantine

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13 In Place: Fitting the Operational Context

Unsound Context

Since we were already in the bank that handled our corporate accounts, we decided to take care of a routine transfer of funds in person. On the other side of the big mahogany desk, the young bank officer helping us typed in the transaction until, suddenly, his terminal beeped. Curious, we leaned around to peek at the terminal. An error message was splashed across the screen.

With a look of slight embarrassment, the bank official said, “No problem. I can fix this,” and quickly typed another entry. Another beep and another message left him clearly flustered and us definitely amused. “Something is wrong here, but I can take care of it,” he said as he immediately resumed typing. “I can ...

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