18F

18F - Mental Modeling

Mental modeling visually represents how users think about a domain or system. This 90-minute exercise maps user knowledge against designs to find gaps. Teams analyze research, understanding user expectations and terminology, then compare these models to the product. Differences between mental models and interfaces cause user confusion. This exercise highlights opportunities to match existing user knowledge versus educating users. Results guide information architecture and content strategy for intuitive experiences.

Duration
1.5 hours
Group Size
4-8
Category
18F
Difficulty
Easy
Energy
Medium

Objectives

Designers will anticipate how design decisions facilitate user behaviors.

Outcomes


  • User mental model.

  • Understanding of user cognition.

  • Design aligned to mental models.

Step-by-Step Instructions


  1. Create a three-column table per persona.

  2. Columns: "Past," "Present behavior," and "Future."

  3. List current user behaviors and pain points in the "Present behavior" column.

  4. List products/services/features users currently encounter in the "Past" column.

  5. List potential products/services/features that might change behaviors in the "Future" column.

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Facilitator Tips

Consider starting with a small, focused user group to refine your approach. Don't overthink the "Future" column – it's about possibilities, not promises. Government Considerations: No PRA implications. No information is collected from members of the public.

Pre-Work

For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

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Materials Required


  • Interview scripts.

  • Recording materials.

  • Diagramming tools.

  • Analysis frameworks.

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Resources & Templates

NNGroup - Mental Models in UX
Understanding and using mental models in UX design.

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Discussion

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