"(...) The behavioral level is about use, about experience with a product. But experience itself has many facets: function, performance, and usability. A product's function specifies what activities it supports, what it is meant to do - if the functions are inadequate or of no interest, the product is of little value. Performance is about how well the product does those desired functions - if the performance is inadequate, the product fails. Usability describes the ease with which the user of the product can understand how it works and how to get it to perform. Confuse or frustrate the person who is using the product and negative emotions result. But if he product does what is needed, if it is fun to use and easy to satisfy goals with it, the the result is warm, positive affect. (...)"
em Emotional Design: Why we Love (or Hate) Everyday Things (2004) de Donald A. Norman, edição Basic BooksThe Behavioral Level
in Emotional Design: Why we Love (or Hate) Everyday Things (2004) by Donald A. Norman, Basic Books edition
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