Kirsh points out that Norman's model makes an unrealistic assumption: The user is assumed to know the environment and its options and is merely picking an option. In practice, we do not always know what the options mean or even what options are available. Kirsh argued that users need to actively explore interfaces to become aware of the available functions and how they work. Via exploration, they also learn about their own abilities in using them. Consider the first time you launch an application; you probably try out various actions to see what happens. Kirsh argued that the discoverability of such options is as important as their visibility; however, discoverability is not covered well by Norman's theory.
highlight passages that discuss the downsides of Norman's model