Mental Models & Conceptual Design Flashcards
Mental models
Internal representations users form about how a system works, predicting system behaviours and guide interactions
Conceptual models
High-level blueprint of a system’s function, behaviour and understanding
Norman’s framework
Design model: Designer’s intent
System image: What’s presented to users
User’s model: User’s interpretation (mental model)
Goal: Align all three to avoid mismatches (e.g. confusing thermostat controls)
Conceptual design stage 1
- Research: Understand users/tasks (interview, ethnography)
Conceptual design stage 2
- Concept Generation: Brainstorming, card sorting, flowcharts
Conceptual design process stage 3
- Prototyping: Iterative refinement
Conceptual design process stage 4
- Evaluation: Usability testing, heuristic reviews
Tools used during conceptual design process
Card Sorting: Organise info into categories/labels
Flowcharts: Map navigation paths
Scenarios/Storyboards: Task narratives
Types of metaphors in conceptual designs
Ecological: dropdox = physical “box”, cloud = remote storage
Personal: Siri = assistant
Metaphor risks
Over-reliance can mislead (e.g. “desktop” files != physical files)
Interaction types
- Instructing: Commands (e.g. “Print”)
- Conversing: Chatbots, search engines
- Manipulating: Drag-and-drop actions
- Exploring: Virtual environments (e.g. Google Maps)
Interface types
GUI, touch, voice, AR/VR, data visualisations
Norman’s 7 stages of action
- Goal: What do I want?
- Plan: How to achieve it?
- Specify: Sequence actions
- Execute: Perform action
- Perceive: Observe system response
- Interpret: Understand feedback
- Compare: Did outcome match goal?
Mental models
- Interview/Questionnaires
- Think-Aloud Protocols: Users verbalise thought processes
- Card Sorting: Reveal user categorisation logic
- A/B Testing: Compare checkout flows for mental model alignment
Design strategies
- Customisation: Let users adapt interfaces (e.g. dashboard layouts)
- Clear Communication: Explain system logic (e.g. “Waiting for server response”)
- Feedback Channels: Gather user confusion points
- Consistency: Reinforce correct mental models (e.g. universal icons)
Pitfalls
- False Affordances: Buttons that look clickable but aren’t
- Over-Metaphors: “Desktop clutter confusing new users
- Invisible Constraints: Unexplained limits (e.g. max ATM withdrawal)
