When users are frustrated, dropping out or giving negative feedback, often the problem is that their mental models don’t match the designed systems. I’ll provide practical techniques for identifying and mapping out users’ mental models and match with their journeys to improve the user’s experience. As an independent UX Consultant, I’m often hired when there is a problem: the website or app looks and feels too complicated, users are frustrated with the experience, dropping out the website or giving negative feedback, and the project teams are unsure about what UX issues to prioritise. Often project teams are trying to fix usability problems at a micro scale, for example fixing elements on individual pages and creating new features. From my experience, often the problem is found at a macro scale, for example, should this page even exist? In many cases, the users’ mental models of user journeys don’t match the designed systems. In this talk, I’ll show some case studies and provide practical techniques for identifying and mapping out users’ mental models and match with actual user journeys to improve the user’s experience.
Mariana Morris is a User Experience Designer and founder of Fruto, a UX design studio helping tech teams and startups improve the user experience and interface of their websites and mobile apps. Fruto also provides bespoke in-house UX training to digital teams.
Mariana has 15 years of industry experience, holds a Masters in Interactive Media and a Bachelors in Industrial Design (Visual Communication). She is a lecturer at the University of Reading, experienced trainer and public speaker. She co-founded the popular monthly event UX Oxford.