User Experience and Mental Models
Much like a builder needs his hammer, UX designers need tools to do our jobs. We are especially interested in tools that aid discovering thoughts, feelings, and behaviors and learning how they relate to one another. Of course, this is not easy.
In order to understand the user we are designing for, UX designers use tools that help us dive deeper and step into somebody else's shoes. Empathy maps help us discover what users think, say, feel and do. We use persona to isolate our own bias and gain a deeper understanding and context for our users. Journey mapping allows us to understand a specific user’s experience over a period of time. But what about when you need to understand the entirety of a complex problem with several unique types of users?
Enter the Mental Model. Mental models are tools that require you to zoom in and out, observing both the big picture and the minute details it is composed of. Piecing together the whole story, both on and off-screen, allows us to determine points of friction, understand decision-making factors, and identify design opportunities. They are helpful when designing for several unique users, trying to understand a complex problem that requires several steps, and for service design.
Finding one comprehensive definition of a mental model is difficult. According to Apita Ballav, “A mental model is a person’s intuitive understanding of how something functions based on his or her past encounters, exposure to information, and sound judgment.” What is key here is that the mental model is based on users’ perceptions and beliefs, not objective facts about the situation.
Of course, the complexity and fidelity of mental models, as well as methodology, varies across designers. Indi Young defines mental models as a “visual depiction of the behavior of a particular audience, faithfully representing root motivations.” For Young, the process is tedious, complex and lasts for days or even weeks. However, this might not always be practical. When the budget, time or business objectives don’t allow for such a comprehensive approach, a mental model may differ.
So what does a mental model look like? Typically, a mental model consists of boxes and that indicate the thoughts, feelings, and behaviors of several users gathered through isolated research insights organized over a horizontal line. These boxes are then categorized into broader stages thematically. Vertical categories are called towers and are organized by function.
The example below, borrowed from Mental Models: Aligning Design Strategy with Human Behavior by Indi Young, depicts a mental model of a morning routine where the broader stages are “Getting Dressed,” “Awaken Myself,” “Eat” and “Commute”.
When creating mental models myself, I put thoughts and feelings on the bottom and behaviors on the top. I also like to use color to differentiate the three categories. As I have explored mental models as a design tool, I have learned that doing something “simple” can often be extremely hard. Here are the lessons I have learned thus far:
Mental modes are not always linear.
It can be easy to get caught up in finding a way to arrange things that makes sense over time. Let this go. Often, users will move back and forth through the mental model, completing certain sections simultaneously, some more than once and some not at all.
Don’t be afraid to rearrange.
The first way you lay things out won’t work. This is why working with sticky notes and a whiteboard is key- it allows you to iterate on organization several times without much effort. Remember, you aren’t locked into any categories, towers, or language.
There are several ways to make a mental model.
Allows yourself to break the rules. If you need a narrow category with just one tower, do it. It doesn’t need to be perfect. A design tool should be functional- get what you need out of the tool and then move on.
Taking a break can be helpful.
When focusing so much on such a detailed task, sometimes stepping away is what you need. When I was hours deep into creating a vacation mental model, my partner and I hit a wall. We were unable to figure out categories or towers that made sense. After the weekend, however, we had fresh eyes and were able to see patterns more clearly.
Mental models are a great way to add credibility and check your work.
The visual nature of mental models makes abstract concepts easier to understand and explain. Once you have created a mental model, reference it often and use it to explain design decisions to stakeholders and team members.
Sources
- Ballav, A. (2019). Mental Models and User Experience: UXmatters. [online] Uxmatters.com. Available at: https://www.uxmatters.com/mt/archives/2016/05/mental-models-and-user-experience.php [Accessed 9 Feb. 2019].
- Neilson, Jakob. “Mental Models and User Experience Design.” Nielsen Norman Group, 18 Oct. 2010, www.nngroup.com/articles/mental-models/.
- Young, I., & Veen, J. (2008). Mental models: Aligning design strategy with human behavior. Brooklyn, NY: Rosenfeld Media.
