Through research, discover people's mental models and their exptectations

Mental model [Definition]

A mental model is a person's internal representation of external reality, based on their learning and experience.

[Synonyms] Conventions, Intuitive

Key principle

A mental model is how you think something will work, based on your learning and experience.

It's like a cognitive shorthand.
Based on the way you've experienced things in your life, you expect things to work in certain ways.
we are always comparing our mental models with the real world
If the way something works lines up with your expectations, you'll understand how to use it. And if it doesn't, you'll struggle.