In an attempt to face reality, Maggie asks her client to describe the business in the simplest way possible. “Like you would at a grade school career day,” she says.
With that as a basic model, she can ask better questions and compare her client’s mental model with her own. She uses a mind map to capture thoughts as they talk. After talking with her client, Maggie has a clearer understanding of their business and much more confidence that her team can support their needs.
Show truths as checkboxes and let the user checks to correct the differences in the mental model