Mixed-up mental models

Because user mental models are based on beliefs rather than facts, they are not always accurate. For example, many users will type a website address in a search field rather than in the address bar of their browser. Their mental model of how to most efficiently get to a new website is mixed up.

Mixed-up mental models are a key factor in usability issues. If users think a particular UI element should function a particular way, that’s the way they will attempt to use it. Understanding the most common mixed-up mental models can help designers prevent usability issues before they happen, either by changing the system to better fit the mixed-up mental model or by including a better explanation of how the system actually works.