Knowledge Transfer between User Interfaces : Exploring mental model influence in learning new UI - A case study at Skatteverket.

Abstract: The phenomenon of mental models has long been studied in both cognitive science and HCI, yet their impact in knowledge transfer between user interfaces are not as commonly studied. Rarely are practical examples of this phenomenon studied from an academic perspective. Using a real world example, Skatteverket’s (Swedish tax authorities) information system Basregister, this case study seeks to explore the role of mental models in knowledge transfer between user interfaces. Method of investigation entailed utilizing two design iterations, three interview phases, and five participants employed at Skatteverket. This study investigated if, and how much design elements from well-known external- and the original- system impact the acquisition of new mental models for the newly produced user interface designs. Main results conclude that both external and internal design elements may be to tremendous benefit when the goal is to design with maximum knowledge transfer, as to reduce cognitive load on the user. However, that such implementations should be carefully instigated when designing new UI, and always from a user-centric approach.