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The Pocket Universal Methods of Design by Bella Martin, Bruce Hanington

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055 Mental Model Diagrams

A framework aligning task behaviors, beliefs, and emotions with product and service features

• Can help you articulate root causes behind behaviors and develop solutions that deeply resonate with people.

• Diverse groups identified for study are called task-based audience segments, each usually comprised of at least four people.

• Diagrams are built from the bottom up, using singularly focused behaviors, beliefs, and emotions derived from interviews or diary studies.

• The top half of the diagram represents the behaviors, beliefs, and emotions people have as they set out to accomplish a task.

• The bottom half of the diagram represents the features, product, and service offering.

• The goal is to help teams make appropriate ...

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