Pattern CardView Newsletter

Model Mismatch

Pattern

When feedback conflicts with reality, it reveals a gap between someone's mental model and the system. Understand that gap before deciding how to address it.

Philosophy

Feedback is evidence of how someone understands the system, not a specification for what the system should do.

Principle

Understand the gap before addressing the feedback.

Formula

Expectation ≠ Reality → Understand → Address

Practice

  1. What did they expect? Understand the mental model behind the feedback.
  2. What is actually true? Clarify the reality of the system.
  3. What should change? Decide whether to change the system, clarify the understanding, or leave things as they are.