Watch users, fix systems, and design for humanity — product engineering with Don Norman

Kent talks with **Don Norman** about why the core work of **product engineering** has not changed: watch people work, treat so-called **user error** as a design problem, and fix root causes instead of blaming symptoms. Don walks through a remarkable arc from electrical engineering and cognitive psychology to **Three Mile Island**, **Xerox PARC**, **Apple**, and the first use of **user experience** in a job title. They talk about timing and failed products, cross-functional product teams, what **AI** changes for software builders, and why Don now cares most about designing for **humanity**, not only usability.