learnability matters

Do we consider mental models of our learner before we design training? Is this necessary? Let us first understand the concept of mental models better. Mental models is a person’s perception of reality and how they understand a particular concept. Cognitive scientists studied mental models to gain a better understanding of how humans think and perceive things. Donald Norman explains that people constantly form mental models of themselves and of things they are interacting with. These models help people understand certain phenomena.

Let us look at a few examples.

• Calvin (from Calvin & Hobbes) firmly believes that there are monsters under his bed.
• I believe that dogs are rational and will not attack unless provoked or threatened.
• Jack shakes another person’s hand as a form of greeting.
• Ritu believes that all snakes are poisonous.
• Most drivers understand that red means stop and green means go.

These beliefs are based on each person’s mental model of a particular concept. These perceptions need not be accurate. People form incorrect assumptions or wrong associations between concepts, but this is still a reality for them. They will continue to believe this till they experience otherwise. Mental models shape our behavior. It is also believed that mental models play a crucial role in decision making and our thought processes.

The video provides a simple introduction to mental models and the way we make sense of things around us.

Mental Models & The Way We Make Sense of Things

Mental models are extremely dynamic as it constantly changes based on the experiences we encounter. It constantly evolves based on the person’s interaction with the environment and their perception of what is happening around them. It consists of over simplified explanations of complex phenomena. Mental models are used in usability to understand the user’s perception. It plays a crucial role in design such as that of mobiles, doors, music decks, and so on. (You can read more about metal model and design here.) Coming to my original question, will this information be useful to us during the analysis phase? Will understanding our learner’s mental models, help us design a more effective training program? I believe the answer is yes.

Let me share an example with you. We had to design a training program on Grooming Skills and Personality Development for the employees of Godrej Lifespace. The employees were given new uniforms and we had to teach them how to wear it appropriately. During our learner analysis, we realized that the employees were not too happy about wearing the uniform. Most said the uniform were reminded them of school. This precious information helped us understand their mental models. We realized that we can go on and on about how the uniform should be worn but they will not appreciate it. They need to understand the importance of wearing the uniform in the first place. Our instructional design strategy aimed to make them view uniforms as adding to their professional image and instill pride in Godrej’s brand. The idea was to make them view themselves as professional sales executives rather than just salespeople. This approach really helped us change their minds about the uniforms.

We had to design a refresher course based on a classroom training for the managers of a leading IT company. During our learner analysis, we realized that employees did not have a clear idea about the performance management process. Therefore, we used the same strategies used in the workshop to rebuild and strengthen the concepts taught in the workshop. We were able to design exercises to correct the misconceptions.

I came across this interesting image on Wikipedia.

Single Loop Learning

The diagram shows how decision making rules are governed by mental model. The person receives feedback (in terms of a consequence) for decision made in real world. This is called single loop learning.

The diagram shows how the information feedback influences our existing mental model. Therefore, our mental model continuously changes based on the feedback we receive. This in turn influences our decision making.

We need to understand our learner’s mental model and design a learning solution keeping this in mind. You can do this through contextual inquiry and in-depth interviews with the learners. Knowing this information will help us design effective learning solutions that ensure that learning takes place. The information we provide in our training program must aim to either change or strengthen an existing mental model.

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