Definition Mental models are the internal cognitive maps users build to understand how a system functions. Users rarely approach a new interface with a blank slate; instead, they form models based on:
Case Study: The Refrigerator
Consider the refrigerator controls shown below. There are "+" and "-" buttons and single-digit numbers (4 and 2). Take a moment to analyze your mental model of this interface. When you press "+", does the fridge get colder (more power) or warmer (higher number)?
[Source: https://www.youtube.com/watch?v=CCaM7yTFymo]
Example B: Explicit Feedback
Now, compare that to this interface. The controls are similar, but the display shows specific temperature readings (4°F and 37°F). How does the explicit feedback change your mental model? Is the function of the "Up" arrow different here than in the first example?
[Source: https://www.youtube.com/watch?v=CCaM7yTFymo]
🔎 Thinking Point: Try drawing how Google Search work. What’s your mental model of Google Search? → Submit your drawing in this form.