A user mental model is a person's understanding of how something works. In the context of information architecture, this means understanding how users think about and interact with information. When designing an information architecture, it is important to take into account the user's mental model of the information they are trying to access.

In the MyTelstra case study, the researchers found that users had different mental models for tracking hardware, appointments, and plan changes. This meant that they had different expectations about where to find information and how to use it. For example, users who were tracking the delivery of a modem expected to find information about the order in the "Services" section of the app, while users who were scheduling an appointment expected to find information about it in the "Notifications" section.

Here is a more detailed explanation of each of these mental models:

• Hardware tracking: Users who were tracking the delivery of a modem expected to find information about the order in the "Services" section of the app. This is because the "Services" section is where users typically go to manage their telecommunications services, such as their internet, mobile, and home phone plans.

• Appointment scheduling: Users who were scheduling an appointment expected to find information about it in the "Notifications" section of the app. This is because notifications are typically used to communicate important information to users, such as upcoming appointments.

• Plan changes: Users who were making changes to their plan expected to find information about it in the "My Plans" section of the app. This is because the "My Plans" section is where users typically go to view and manage their current plans.

The researchers found that these different mental models could lead to confusion and frustration for users. For example, a user who was tracking the delivery of a modem might not be able to find the information they were looking for in the "Notifications" section. This could lead to the user feeling lost and frustrated.

The MyTelstra case study shows that by understanding user mental models, designers can create information architectures that are more intuitive, accessible, and user-friendly. This can lead to a better user experience and improved customer satisfaction.

Here are some tips for understanding user mental models:

• Conduct user research to understand how people think about and use the information you are trying to design for.

• Use personas to represent different types of users and their needs.

• Brainstorm different ways to organize the information and test them with users.

• Use clear and concise language that is easy for users to understand.

• Use visual cues to help users understand the structure of the information.

By following these tips, you can create information architectures that are more aligned with user mental models and lead to a better user experience.

In addition to understanding user mental models, it is also important to consider the following factors when designing information architecture and userflow:

• The user's goals and tasks

• The context in which the information will be used

• The different types of users who will be interacting with the information

• The different devices and browsers that will be used to access the information

By taking all of these factors into account, you can create information architectures and userflows that are effective and efficient for all users.

Related Project: Telstra — Order Tracker