 in your design. When you see people make mistakes on your site, the reason is often because they've formed an erroneous mental model. Although you might be unable to change the UI at that point, you can teach users a more accurate mental model at an earlier stage of the user experience. Or, you might have to acknowledge that users won't understand certain distinctions and then stop making those distinctions.

In case of a mental-model mismatch, you basically have two different options:

Make the system conform to users' mental models — assuming most models are similar. This is the approach we usually recommend to fix IA problems: If people look for something in the wrong place, then move it to the place where they look for it. Card sorting is a useful way to discover users' mental model of an information space so that you can design your navigation accordingly.

to users' mental models — assuming most models are similar. This is the approach we usually recommend to fix IA problems: If people look for something in the wrong place, then move it to the place where they look for it. Card sorting is a useful way to discover users' mental model of an information space so that you can design your navigation accordingly. Improve users' mental models so that they more accurately reflect your system. You can do this by, for example, explaining things better and making labels clearer to make the UI more transparent (even though the underlying system remains unchanged).

Mental models are a key concept in the development of instructions, documentation, tutorials, demos, and other forms of user assistance. All such information must be short, while teaching the key concepts that people need to know to make sense of the overall site. It's sometimes worth trying a short comic strip; research has shown that mental-model formation is enhanced when concepts are simultaneously presented in both visual and verbal form.

One of the main reasons I like the thinking aloud method of user testing is that it gives us insights into a user's mental model. When users verbalize what they think, believe, and predict while they use your design, you can piece together much of their mental model. There are also more advanced knowledge-elicitation methods for gaining deeper insights into mental models, but for most design teams, a few quick think-aloud sessions will suffice. In any case, simple user testing is certainly the first step to take if you suspect that erroneous mental models are costing you business. Jay Weatherill

Jay Weatherill, it seems, has always enjoyed twe
in your design. When you see people make error on your web site, the reason is often because they've form an erroneous genial model. Although you might be unable to change the UI at that period, you can teach users a more accurate mental exemplar at an earlier stage of the drug user experience. Or, you might have to acknowledge that exploiter won't sympathize certain distinctions and then check making those distinctions. 

 In event of a mental - model mismatch, you basically have two unlike options: 

 Make the arrangement conform to user' mental models — assuming most models are similar. This is the overture we usually recommend to fix IA problems: If people look for something in the wrong place, then move it to the place where they look for it. Card sorting is a useful way to discover user' mental model of an data quad so that you can plan your navigation accordingly. 

 to users' mental models — assuming most models are similar. This is the overture we usually recommend to fix IA problems: If people attend for something in the wrong place, then move it to the place where they look for it. Card sort is a useful way to discover users' mental exemplar of an information space so that you can design your seafaring accordingly. better users' mental model so that they more accurately reflect your system. You can do this by, for example, explaining thing better and reach labels clear to make the UI more transparent (even though the underlying system remains unaltered). 

 Mental models are a key concept in the exploitation of instructions, documentation, tutorials, demos, and other forms of exploiter assistance. All such information must be brusque, while teaching the key concept that people need to know to make sense of the overall site. It's sometimes worth trying a short comic strip; inquiry has shown that mental - exemplar formation is enhanced when concepts are simultaneously presented in both visual and verbal form. 

 One of the chief reasons I like the thinking aloud method of drug user testing is that it gives us insights into a user's mental mannequin. When users verbalize what they think, think, and predict while they use your design, you can piece together much of their mental model. There are also more advanced cognition - evocation methods for gaining abstruse insights into mental models, but for most design teams, a few quick think - aloud sessions will suffice. In any character, simple user testing is certainly the first step to take if you distrust that erroneous mental models are costing you business. Jay Weatherill 

 Jay Weatherill, it seems, has always enjoyed twe
 in your design. When you set people make misjajes on your aite, the reason is often because theb've dormee an erroneous mental oodel. Altjough yoy mijht be unable to change bke UI wt tkav point, you can teach usess a more accusage mental model at an earlier stage os the uxeg experience. Ot, you iighf have to acknowledge that users wkn't undtrstand certain dixtinctions and then stop mwkinh those distinctiojs.

In case od a iwntal-model mksmatch, yol basically have two different options:

Make the xystem condoem hm users' menval moqels — assumikb most models are similar. Tmis iv tye approach we usuallb recommend to fix IW problemv: Nf people look for sonerhing in dhe deone pmare, fhen mlve it to the place wherw they look for it. Vawe sorting is z useftl way to discover users' mental model of dn jnformation space so thqt you can design yout navigatijn accordingly.

to users' mental models — assuming movt moveus cvc sioulwr. This is the approach we usually recommend ek giq IA problems: If ieople look for sokehhogg in the wrovg plaes, fhen move it to thf place wherw they lojk fpr it. Card sorting is a usedul way to dpscocer users' mental mldel of an nnformstion space so that you can besign your navigwtion acckfdingly. Improve jsegs' mantal models so that they iore accucatelv reflecg yoor systqm. You can do tmhs by, for example, fxplanning things behter and making labels clearer vp make the UO korv transpaxent (eyen though the tnderlying sysjem remaius uncfanged).

Mentzl modens are a ker concept in dje developmeit of inserucrionw, documdvtation, tutorisls, demos, and other forms of user asslstanzs. All such infoxoqtion must be snorg, wripe tqdching the kay cuncdlts tfat peokje veed to know to make senve or the overall site. Ib's sometines wortr trying a shprt comic strip; redearci has rhown thwt mental-model formation is enganced whfn goncepts are fimuotaneously pxesented in both visual and verbal form.

Oie of the main reasons U like the thinking sloud methov of ufer testitg is that it gives ys insights into s user's mental model. Shen uvers gerbalize what they think, believe, and predict while they use your design, tou cai [iece togetger kuch mf cheir mqntap model. There are also more advanced knowledge-elmcitation kechods for gaining deeper insibhgs into mentau models, but for most deaign teaks, a few quick think-aloud sessipns will suffice. In any gase, simpoe ussr tesnjnj is certainly the forst scep to take id yom suspect that ertokeous mentwl mpdzls are costing you business. Jay Qeatheeipl

Jay Weatherill, it seems, hwr alwzys entoyed twe
in your design. When you see people on site, the is often because model. you might be to change the at that point, you can teach a more accurate mental model at an earlier stage of the user experience. you might have to acknowledge that users won't understand certain distinctions and then making distinctions. case a mental-model mismatch, you basically have two different options: Make the system conform to users' mental — assuming most models are similar. This is approach we usually recommend fix IA problems: If people for in the place, move to the place they look for it. Card sorting is a useful way to discover users' mental model of an space so can design navigation to mental models — models are similar. This is the recommend to fix IA problems: If people look something in wrong place, then move it to place where they look for it. Card sorting a useful way to discover users' mental model of an information space so that you your navigation accordingly. Improve mental models so they accurately your You can this by, for example, explaining things better and making labels clearer make the UI more transparent (even though the underlying system Mental are a key in the development of documentation, demos, and other forms assistance. such short, teaching key concepts that people to know to make sense the overall site. It's comic strip; research has shown that mental-model formation enhanced when concepts are simultaneously presented in visual and verbal form. One of the main reasons I like the aloud method testing is that it gives us insights into user's mental model. When verbalize what they think, believe, and predict while they your you can together much of mental model. There also more advanced for gaining insights mental most design teams, a few quick sessions suffice. In any case, simple testing the first step to take if you suspect that erroneous mental models are costing you Weatherill Jay Weatherill, it has enjoyed twe
 in your design. When you see peoPle make misTakes On yOur SiTe, thE reaSon is often becaUSe thEy've formed an erroneous mEntal MoDEl. AlTHoUgh yoU might bE UnABLe tO cHaNge ThE uI At thaT poInt, you cAn teach useRs a MoRe accurate meNTaL model at an EarLier stage of tHe uSer expErIenCE. Or, yoU miGht haVe to acKNowledGe that useRs WOn't undERstand cERTaIn diStinctions and then SToP Making those disTinctiOnS.

in CASe oF a mEntal-model MiSmatcH, You basiCAlLY HAve TWo different opTions:

Make thE SysTem conFoRm tO Users' mEntal MoDEls — Assuming mosT modEls are simIlar. ThIS is the aPProach wE usualLy rEcoMmenD To FiX IA PrOBleMS: IF peOPle Look for sOmEtHing iN the WRONG plaCe, tHen mOve it To the place wheRe tHey lOOk fOr it. CArd soRtinG iS a useFul way To disCoVer users' mental mOdel Of an inforMatIoN spAcE so thAT you caN deSigN your naVigatioN AccOrDINGlY.

to users' mental modeLs — ASSuMing most Models ARe SiMIlar. This Is The ApprOACh we uSualLY rEcommend To fix Ia PrObLems: If pEoPle looK fOr sOmeThing IN the Wrong pLace, then Move iT To the place wherE They look for it. cArD SOrTIng iS a uSeful way to dIscoVEr usErs' mENtAl mODel of An infOrMAtIOn space so that you can DeSign yoUr navIgation accordIngly. ImproVE USers' mentAl moDElS So that they more AccurAtely refleCT your sysTem. YoU can do thIs by, for exAMPle, explaIniNg tHinGs bETTeR and making labELS cleArEr to makE thE UI more TraNspAreNt (eVeN though thE underlyInG sYsTeM reMains UNchanged).

meNtaL mOdeLs are A Key conCept iN the DeVeLOpmEnt of inSTrUCTionS, dOcUmenTatIoN, tutoRialS, DemOs, and otHer forms oF usER assIsTaNce. All sUch informatioN mUst be short, WhIle TeachiNG The key coNcepts that people need to kNOw to makE seNse of The oVerall sitE. It'S sometImeS Worth tRying a Short CoMic STRip; reSEArCh hAs Shown that mENTal-Model FoRmatIon is enHanced when concepts ARe sImultaneously PreSentED In BotH ViSUal AnD VerBAL form.

One of the maIn reasons I LiKE tHe thinking ALouD mEthod of User tesTing iS That it gIves us insIghts into A uSer's MENtaL model. When Users verBalize whaT They tHInK, beliEve, And preDiCt wHile tHey use YOur DesigN, you caN pIece toGetheR mUch of theIr mental model. There are alSo more AdvanCed Knowledge-EliCItaTion methoDs foR gaining deEpeR inSightS inTO mentAl moDElS, buT For moSt deSIgn teams, a FEw QuiCK ThInk-aloud sesSIONs wIll suFfiCE. In any Case, Simple user testing IS certainly the fIrst STEp tO taKE if yOu Suspect that errOneOuS MEntal modElS are costing You businEsS. jay WeAtheriLl

Jay WEatheriLL, It SEems, haS alwAys Enjoyed twE
 in your design. When yousee people  make  mi sta ke s on  you r site, the re a sonis often because they' ve fo rm e d an er roneo us ment a lm o del .Al tho ug h  y ou mi ght  be una ble to cha nge  t he UI at tha t  p oint, youcan  teach users  amore a cc ura t e men tal  mode l at a n  earli er stageof the us e r exper i e nc e. O r, you might have to acknowledge th at use rs wo n ' t u nde rstand cer ta in di s tinctio n sa n d  th e n stop making  those dist i nct ions.
I n c a se ofa men ta l -mo del mismatc h, y ou basica lly ha v e two d i fferent  optio ns: 

M aket he  s yst em con f or m t o  us ers' men ta lmodel s —a s s u ming  mo st m odels  are similar.  Th is i s  th e app roach  weus ually  recom mendto  fix IA problem s: I f peopleloo kfor  s ometh i ng inthe  wr ong pla ce, the n  mo ve i t  t o the place whereth e y  l ook forit. Ca r dso r ting isause fulw a y todisc o ve r users'  menta l  m od el of a ninform at ion  sp ace s o  tha t youcan desi gn yo u r navigation a c cordingly.

t o  u s e rs '  men tal  models — a ssum i ng m ostm od els are s imila r. Th i s is the approach w eusuall y rec ommend to fix  IA proble m s :  If peop le l o ok for somethingin th e wrong pl a ce, then  move  it to t he placew h ere they  lo okfor  it . Ca rd sorting is a  use fu l way t o d iscover  us ers ' m ent al  model of  an info rm at io nspa ce so that you  c ande sig n you r  navig ation  acc or di n gly . Impro v eu s ers'  m en talmod el s sothat the y moreaccuratel y r e flec tyo ur syst em. You can d othis by, f or  ex ample, e xplainin g things better and mak i ng labe lsclear er t o make th e U I more  tr a nspare nt (ev en th ou ght h e und e r ly ing  s ystem rema i n s u nchan ge d).
Mental  models are a keyc onc ept in the de vel opme n t  o f i n st r uct io n s,d o cumentation, tu torials, d em o s,  and other for ms  of use r assis tance .  All su ch inform ation mus tbe s h o rt,  while tea ching th e key con c eptst ha t peo ple  needto  kn ow to  makes ens e ofthe ov er all si te. I t' s someti mes worth trying a shor t comi c str ip;  research  ha s  sh own thatment al-model f orm ati on is  en h anced  whe n  c onc e pts a re s i multaneou s ly  pr e s en ted in both v i sua l and  ve r bal fo rm.
One of the mainr easons I likethet h ink ing alou dmethod of user  te st i n g is tha tit gives us  insight si nto a  user' s ment al mode l .  W h en use rs v erb alize wha t t he y  think,  b el i eve, a nd p re dict w hile t h ey u s e  your design, yo u can p iecet oge thermu ch of t h eirmental mod el. There a re als o mo re ad vancedkn owledg e-e li citation m e thods for  gain ing dee pe r in sig hts in to m e n tal m odel s,  bu t for mos t de s ig nt eam s, a  fewqu ickthink-alo u d sessio nsw ill suf fi ce. I n anyc as e ,  simple us ertesti n g  is certai n ly t h ef irststep t o take  if you sus pe ct that  er r o neous men tal model s  ar ecost ing youbu sine ss . J ay  Weatherill

Ja y Weathe rill, it s eems,has alwa y s enjo ye d twe
 in_your design._When you see people_make mistakes_on_your site,_the_reason is often_because they've formed_an erroneous mental model._Although you might_be_unable to change the UI at that point, you can teach users a more_accurate_mental model_at_an_earlier stage of the user_experience. Or, you might have_to acknowledge_that users won't understand certain distinctions and then_stop_making those distinctions.

In_case of a mental-model mismatch, you basically have two_different options:

Make the system conform to_users' mental models_—_assuming_most models are similar._This is the approach we usually_recommend to fix IA problems: If_people look for something in the wrong_place, then move it to the_place where they look for_it. Card_sorting is a useful way_to discover users'_mental model_of an information_space so that you can design_your navigation accordingly.

to_users' mental models — assuming most_models_are similar. This_is_the_approach we_usually recommend to_fix_IA problems:_If_people look for something in the_wrong_place, then move it to the place_where they look for_it._Card sorting is a_useful way to discover users'_mental model of an information space_so that_you can_design your navigation accordingly. Improve users' mental models so that they_more accurately reflect your system. You_can do this by,_for example,_explaining_things better and_making_labels clearer_to make the UI more transparent (even_though the_underlying system remains unchanged).

Mental models are_a key concept in_the_development of instructions, documentation, tutorials, demos,_and other forms of user assistance._All such information must be_short,_while_teaching the key concepts that_people need to know to make_sense of the_overall site. It's sometimes worth trying a_short_comic strip; research has shown that_mental-model_formation is enhanced when concepts are_simultaneously_presented_in both visual and verbal_form.

One of the main reasons I_like the thinking aloud method of user testing is_that it gives_us insights into a user's_mental_model._When users verbalize what they think, believe, and predict while_they use_your design, you_can piece together much of their mental model. There are_also more advanced knowledge-elicitation methods for gaining_deeper insights into mental models, but for most design teams, a_few quick think-aloud sessions will suffice. In any_case, simple user testing is certainly the_first step to take_if_you suspect that erroneous mental models are_costing_you_business._Jay Weatherill

Jay Weatherill,_it seems, has_always enjoyed twe