The Usability Blog
A Practical Guide to User Experience Insights

Persona Development

Website Personas: A Practitioner’s Guide: The Mental Model(2/7)

Mental models can mean different things to different people. Within the context of persona development, we use the term “mental model” to describe a cause-and-effect sequence that is essentially mechanical (predictable) in its operation. The mental model we use is derived from the work of psychologist Albert Ellis. He pioneered a clinical approach that began… read more

Personas and Use Cases

LivePerson, provider of online help to e-commerce sites, recently published a global study on the user experience.  The findings, as you might expect, underpin the need for their service. Speed of abandonment: 71% expect to be able to access help when purchasing online within five minutes, whilst 31% expect this help to be immediate. Help-seeking… read more


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