[objcts]

Great article about mental models! I commend the OP on sharing their experience to really understand what people are thinking, feeling, and expecting. This is exactly how you make tools that people love to use.

> The line in the background depicts how a user is feeling at a particular gate. Might cover this in a future post.

I understand the sentiment here, but trying to map real human feelings and emotions is tricky - it's rife with personal assumptions that once visualized, always fail to capture what people really feel.

Having taught Service Design at a big design school, this was something my students would try to convince me on when crafting service blueprints and journey maps... that they could create a 'happiness' or 'sadness' curve to depict what humans feel when interacting with a product or service. It never really works very well and can end up creating a false sense of emotional superiority within the designer's mind. Approach with caution!

[kevkav]

I completely agree on the feelings map. It isn't something that you could rely on and take meaningful actions from the data.

However, it is useful to consider the fact that people's experience and comfort isn't linearly increasing with time. Understanding that there are peaks and troughs can be useful for user experience design.

[j45]

For users, perception and interpretations can definitely be reality.

+1 for the use of mental models.