Mental models offer greater flexibility than scripts which are designed to guide a user through a series of steps. A basic script will not take into consideration the possibility of things going wrong, or alternative courses of action. Normally a script will not help a user gain an understanding of how a system works. It is possible in some cases though, that the use of scripts can provide a foundation upon which a mental model can be built. It is necessary for the user to eventually step away from scripts in order to develop a good mental model.

Mental Models

Mental models are a set of beliefs or understandings (which are not necessarily accurate) we hold about something. Applied to HCI, mental models will be of machines or software systems.

Mental models are often based on metaphors. They are formed through experiencing use of the object or system, training, or observation. By using a mental model based on metaphors, a person can have an understanding of a complex or foreign object or system. This mental model is easier to cognitively process and use when trying to use the object or system.

Norman (1983) describes mental models as being simplified versions of reality, as well as potentially being incomplete, unstable, easily confusable, and based on superstition rather than fact. Enabling a user to gain a good mental model of a system should be the aim of the Interactive Systems Designer.

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