User mental models are unique

Every user has a slightly different mental model based on their past experiences. This is true even when using the same products; each user will build a slightly different mental model of the way it works.

Because designers are so intimately involved in the creation of their products, their mental models tend to be very complete and accurate. Users, however, have less information about the product and are more likely to create deficient mental models. It’s up to designers to bridge that knowledge gap to help users create more accurate mental models.