diff --git a/design/the-design-of-everyday-things.md b/design/the-design-of-everyday-things.md
index 8c2ff2c..16dee00 100644
--- a/design/the-design-of-everyday-things.md
+++ b/design/the-design-of-everyday-things.md
@@ -38,3 +38,133 @@ expressions of concepts (e.g. intensity).
 
 **Feedback** tell the user that the system is working; and it must be immediate
 and clear.
+
+## Chapter Two: The Psychology of Everyday Actions
+
+Things present two challenges to people:
+
+1. Figure out how thing works and what the user can do to the thing.
+2. Figure out what thing has done and whether it's what the user wanted.
+
+People often blame themselves instead of the thing when they fail to bridge
+these gulfs.
+
+Problem 1 is eased by the designer's use of signifiers, constraints, mappings,
+and by the user's conceptual model.
+
+Problem 2 is eased by feedback and still the user's conceptual model.
+
+**Actions** occur in seven stages;
+
+1. Form a **goal**.
+2. **Plan** an action that accomplishes the goal.
+3. Specify the sequence of steps in the action.
+4. **Perform** the action.
+5. **Perceive** the state of the world (the outcome)
+6. **Interpret** these perceptions.
+7. **Compare** the actual outcome to the goal.
+
+It is useful to understand the **root cause** of the user's goals, because this
+ultimately determines which actions they need to take.
+
+Small innovations arise by finding new ways to help users perform actions or
+achieve specific goals.
+
+Radical innovations find new ways to help users address the root cause of their
+problem/need.
+
+Cognition makes sense of the world, but emotions assign value.
+
+People depend on their emotions in order to make choices.
+
+Positive emotional states foster creativitiy and lateral thinking. but this
+lacks direction.
+
+Negative emotional status force focus and can be useful for productivity.
+
+All emotional states causes bias.
+
+Simplified model of the mind, with 3 levels:
+
+1. The **visceral** level governs instantaneous reactions to stimuli. Our
+   visceral reactions are reflexive, and are either instinctive or conditioned
+   over our lifetime. Visceral responses are precursors to emotions. Designers
+   trigger visceral responses by aesthetics.
+2. The **behavioural** level governs learned, trained automatic responses,
+   including emotional responses. Designers must understand what users'
+   expectations are and deliver feedback that matches these expectations. Even
+   negative feedback is better than no feedback at all. Changes in a thing's
+   state are relative, so even a change from "completely fucked" to "warning" is
+   emotionally positive, and vice versa for good states.
+3. The **reflective** level governs conscious, post-facto analysis and
+   decision-making, blaming, and crediting. This process can alse trigger more
+   powerful, secondary emotions. This is also where the user develops their
+   conceptual model of the thing. This is where memories of a thing are formed
+   and where emotions are attached to a thing and its use.
+
+Designers exploit postive reactions to beautiful things to create a good feeling
+about the thing.
+
+Merketers sometimes rely on emotions attached to a brand to support an otherwise
+mediocre product.
+
+The user's conceptual model usually takes the form of a collection of stories,
+which in turn are causal chains the user believes to exist. If there is a lack
+of feedback or signifiers on the thing then the user will use their imagination
+and their experience using other things.
+
+When we are unable to use a thing, we are apt to blame ourselves.
+
+People can learn **helplessness**: the belief that the user has only their own
+lack of ability to blame for their failure to use a thing, so they stop trying.
+Bad design fosters it; good design overcomes it.
+
+Designers should not blame users when they fail to use the thing properly.
+
+User problems are design problems.
+
+Feedback shouldn't indicate failure; it should provide help, especially direct
+routes to solutions.
+
+Errors should have a minimal cost. Invalid input and other errors shoudl be
+caught by a safegaurd where possible.
+
+"Error" is like "issue": avoid using this word when something more explanatory
+can be used, such as "poor communication".
+
+Rather than expecting users to adapt their behaviour to the thing's interface,
+the thing should be designed for human behaviour as it already is.
+
+Seven fundamental principles of design:
+
+1. **Discoverability**: what actions are possible? What is the current state of
+   the thing?
+2. **Feedback**: What are the result of actions? How has the state changed?
+3. **Conceptual model**: The user's mental model of how they imagine the thing
+   works. It doesn't need to be correct; it just needs to facilitate usage.
+4. **Affordances**: The thing needs to do what the user wants to do.
+5. **Signifiers**: For discoverability and feedback.
+6. **Mappings**: Intuitive relationships between controls and actions.
+7. **Constraints**: Guidance to prevent users from getting into problems.
+
+Don't criticise design unless you can do better.
+
+### Chapter Three: Knowledge in the Head and in the World
+
+@todo
+
+### Chapter Four: Knowing what to do: Constraints, Discoverability and Feedback
+
+@todo
+
+### Chapter Five: Human Error? No, Bad Design
+
+@todo
+
+### Chapter Six: Design Thinking
+
+@todo
+
+### Chapter Seven: Design in the World of Business
+
+@todo