The chapter highlights the significance of understanding user mental models and conducting research to align product design with user expectations. Effective communication, ontology matching, and using conventional terms are discussed, along with examples of pivoting design approaches.
Elizabeth McGuane is a UX director at Shopify and the author of Design by Definition, a book about the impact of language in user experience. As you might imagine, that’s a subject I’m keenly interested in, so I was excited to speak with Elizabeth about it.
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