A mental model represents how a person understands a domain, expects it to work and makes decisions within it. Comparing this with the actual service or system can expose confusion and unmet expectations.
How to use this tool
Define group and interest
Define the user group and area of interest.
Research expectations and behaviours
Research users’ expectations, language and behaviours.
Organise into a model
Organise the findings into a visual model.
Compare with the experience
Compare the model with the existing experience.
References & further reading
Yayici, E. (2015). Business Analysis Methodology Book. BA-Works. ISBN 9786058603738.