Users have a preconceived opinion of how things work.
<aside> ℹ️ A mental model is an explanation of someone's thought process about how something works in the real world. It is a representation of the surrounding world, which might be accurate or not. What users believe they know about your product changes how they use it.
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Mental models are one of the most important concepts in human–computer interaction (HCI). What users believe they know about a UI strongly impacts how they use it. Mismatched mental models are common, especially with designs that try something new.
https://www.youtube.com/watch?v=nYAd8hGzfsY
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