But uncovering people’s mental models is not easy. Since we designers are usually not the intended target audience, we can’t make decisions based on our own mental models. And we also can’t gain insights into people’s internal representations of the world simply by asking them, because according to Argyris and Schön’s “theories of action” research

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We have more ways to offer instructions than ever before, but it’s not obvious that we’re getting better at it. Not just the operator’s manual, but every way we have to teach and offer instructions... Some (uncategorized) things to consider:

• Assume that some people will not read the manual, no matter how clear it is or what format it takes. If readi

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