What are mental models in UX and how do they influence Salesforce interface design decisions?

A mental model is a user's internal representation of how a system works, built from prior experience, analogy, and inference. Users approach new software with expectations shaped by tools they already use. When an interface violates a mental model, users make errors and feel confused. In Salesforce design:

1. Match real-world language: Use terminology your users already know — "Account" and "Contact" may map to "Company" and "Person" in users' vocabulary. Rename objects or use field labels that match the business's language.
2. Familiar layouts: If users come from a legacy system where details are on the left and related lists on the right, preserving this structure reduces retraining.
3. Consistent patterns: Using Salesforce standard components (SLDS) leverages the mental models users build across the platform — custom UIs that deviate cause learning overhead.
4. Research-informed design: Card sorting and user interviews surface actual mental models, enabling designers to align navigation structure with how users think rather than how the system is technically organised.