Mental Models

Description

The idea of mental models comes from the field of human-computer interaction.¹ When our brains interact with an object for the first time, they form a mental model of what the object is for and what it does. Mental models effectively provide a picture of how a person thinks that an object should work.

As the Nielson Group explains, mental models are based on “beliefs, not facts.” In other words, a mental model will reflect how a user believes a product will operate, often based on the user interface.²

As a UX professional, you will want to understand your users’ mental models of your product early in the design phase. This allows you to design a product that it more intuitive to the user.

Design Challenge

This design challenge will allow you to uncover the mental model of  user. This challenge is adapted from the “Usability of a Fax Machine” case study.³

Learning Outcome: Moderate a simple test to understand a participant’s mental model of a food delivery app.

Directions: 

1. Set up the test. Copy the image or save the image below. Be prepared to show it to your participant.
2. Explain the test. Tell the participant that you are in the beginning stages of developing this app and are seeking their feedback on places where the app may be difficult to use.
3. Introduce the app. Tell the participant basic information about this app, including what kind of elements it contains.
4. Ask the participant to explain the app. Have the participant explain how they think the app works based on the image above. This could include:
   • What do they think happens if they click links or input information?
   • How do they expect the app to work?
5. Take notes. Record what your participant says. Their expectations form a mental model of the app.
6. Personalize. Adapt this challenge for your own product.

Deliverable: Define your participant’s mental model of the app.

Sources

1. Carroll, J. M., & Olson, J. R. (1988). Mental models in human-computer interaction. Handbook of human-computer interaction, 45-65.
2. Weinschenk, S. (2011). The secret to designing an intuitive UX. UX Magazine, https://uxmag.com/articles/the-secret-to-designing-an-intuitive-user-experience. 
3. Greenberg, S., Carpendale, S., Marquardt, N., & Buxton, B. (2011). Sketching user experiences: The workbook. Elsevier.