Learning to use a word processor: by doing, by thinking, and by knowing
Human factors in computer systems
The Architecture of Cognition
Conceptual design: from user requirements to user interface
CHI 98 Cconference Summary on Human Factors in Computing Systems
CHI '99 Extended Abstracts on Human Factors in Computing Systems
Does time heal?: a longitudinal study of usability
OZCHI '05 Proceedings of the 17th Australia conference on Computer-Human Interaction: Citizens Online: Considerations for Today and the Future
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A user's mental model of a system should be an important determinant of performance and as well as a means of understanding why particular user errors occur. In particular, experienced users' models should be in closer agreement with the system than less experienced users' models, and deviations of expert models from the system should correspond to difficulties in performance and suggest ways that system usability could be improved. The present study explored the utility of scaling techniques for defining and comparing user and system models. The results support the assertion that with experience users' mental models approach the system model. However, even experienced users had significant deviations from the system model, leading to predictions of where experts would have difficulty using the system and suggestions for improving usability.