2. 3 supporting points:
-"...this washer had even more controls and buttons than the non-automatic one. ''Why even more controls, when you could make this machines with only one or two?''
"Are you one of those people who wants to give up control, who thinks less is better? ... Don't you want to be in control?"
(Here, Norman asserts that more controls there are, the more control the consumer has over a product. And since Norman argues that people naturally want as much control as possible, they are more 'comfortable' with a product that has more controls, even if it is more complex. )
-"Make it simple and people won't buy. Given a choice, they will take the item that does more. Features win over simplicity, even when people realize that it is accompanied by more complexity.
-"So, what do people mean when they ask for simplicity? One-button operation, of course, but with all their favorite features.
3. An opposing thesis: A perfectly designed product does its job well with no extraneous features to confuse or distract the consumer from that job.