A simple reference model that correlates existing and potential interfaces with user behaviors.
To help designers anticipate how design decisions might facilitate future behaviors.
How to do it
- Create one three-columned table per persona. Label the columns “Past,” “Present Behavior,” and “Future.”
- In the middle column (Present Behavior), list current user behaviors and pain points broadly related to the project, one per row.
- In the left-hand column (Past), list the products, services, features, and/or interfaces that the user encounters as they go about what’s listed in the Present Behavior column.
- In the right-hand column (Future), list possible products, services, features, and/or interface elements that in the future might change behaviors and pain points in the Present Behavior column.
- Book: Mental Models: Aligning Design Strategy with Human Behavior. Indi Young.
- “The Secret to Designing an Intuitive UX: Match the Mental Model to the Conceptual Model.” Susan Weinschenk, UX Magazine.
Considerations for use in government
No PRA implications. No information is collected from members of the public.