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description: Compare user mental models against system models to find UX gaps
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# Mental Models

Map how users think a system works versus how it actually works. Use when users are confused, error rates are high, or you are designing a new interaction pattern.

## Steps

1. **Research** — conduct user interviews or contextual inquiry to understand how users expect the system to behave.
2. **Document the user mental model** — draw a diagram of user expectations, terminology, and assumed workflows.
3. **Document the system model** — draw a diagram of actual system architecture, data flow, and states.
4. **Compare** — overlay both models and identify mismatches (gaps, misconceptions, missing concepts).
5. **Redesign** — for each mismatch, decide whether to change the system to match the user or educate the user via better UI.

## Output Format

Two side-by-side diagrams (user model vs. system model), a gap analysis table listing each mismatch with severity rating, and recommended design changes.