This presentation focuses on a Mental Models created on the NSW City Rail system. Using a Mental Model, I was able to discover core issues and opportunities to improve.
A Mental Model is essentially a visual representation of how users view a flow (i.e. consumer journey). It allows us to easily get behind the business problem and gain insight. It also allows us to easily conduct a gap analysis between the consumer action (i.e. does, think and feel) vs. how we as a business can support that task.
Enjoy and feel free to ask any questions or email me for a copy. Happy to share.