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Letters: Web Site Usability - Comments on our review of Jared Spool's book (14 Jun 2000)
If they failed to find a mental model in their users, it is not sufficient to conclude that users did not try to form a mental model. Many of us have experienced the temptation to believe that our car keys do not exist because we can't find them, but in reality, we have simply not investigated properly.
Article URL: http://www.uidesign.net/2000/letters/spoolfeedback.html

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