Laws of UX
Mental Model
Users carry compressed expectations of how systems work. Mismatches between mental models and actual behavior cause errors and frustration. Research reveals models; design should align with them, not fight them.
In plain terms
People expect things to work the way similar things have before. Match those expectations rather than fighting them.
Why this matters
When an interface clashes with what people expect, they make errors and get stuck. Matching established models reduces confusion for everyone, and is critical for users who navigate by habit or assistive tech.