What’s included in a mental model

Users build mental models based on their past experiences.^[1] For example, if they arrive on your e-commerce site for the first time, they likely have an idea of how they think the site should work. Their mental models include things like how to add a product to their shopping cart, how to enter their shipping information, and how to pay for their purchase.

While each user’s mental model may be slightly different, there are similarities between them. As designers, we should understand the common elements of these mental models and capitalize on them to create a more intuitive user experience.