How understanding human mental models drives better UX design
Ask participants to group content and explain labels, then compare with navigation. Internal departments may not match how customers understand services.
Putting research and validation into practice
Research records tasks and real difficulties rather than visual preference alone. Retain samples, questions and limits to understand where findings apply.
Checking the result
Observe different participants on the same task and record hesitation, misunderstanding and recovery. Repeat after changes to check that the problem improved.
